The 17 Best AI Chatbots for Business in 2023 and Beyond [Review and Key Features]

Written by Dylan Max  on   Jan 2, 2023

Chatbots are used by 1.4 billion people today. Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks.

As the demand for chatbot software has skyrocketed, the marketplace of companies that provide chatbot technology has become harder to navigate as competition increases with many companies promising to do the same thing. However, not all AI chatbots are the same. To help companies of all sizes find the best of the best, we’ve rounded up the best 17 AI chatbots for specific business use cases. We’ll also cover the 5 best chatbot examples in the real world, but more on that later.

In this post, we’ll dive into everything you need to know about AI chatbot solutions, including:

Before we jump into the 17 best AI chatbots, it’s important to differentiate between AI chatbots and rules-based bots. The first-generation bots that many companies adopted were very rigid and provided poor user experiences. Rules-based chatbots are limited to very basic scenarios.

What is an AI chatbot?

AI-powered chatbots provide a more human-like experience, are capable of carrying on natural conversation, and continuously improve over time. While basic chatbot technology moves the conversation forward via bot-prompted keywords or UX features like Facebook Messenger’s suggested responses, AI-powered chatbots use natural language processing and leverage semantics to understand the context of what a person is saying.

The most powerful AI chatbots have the most sophisticated artificial intelligence software built. So what does a powerful customer service chatbot look like? Here’s an example of what a powerful AI chatbot might look like if you could see it.

powerful AI chatbots in action dramatization

Though you won’t see a purple glowing orb literally tracking and shooting down tickets, smart backend software can solve hundreds of tickets or tasks per second. On the other hand, agents who work with low-quality AI chatbots (or none at all) might be stuck doing the manual work like this:

working without AI chatbots

Without further ado, let’s take a look at the best AI chatbots for 2023 and beyond.

Best AI Chatbots for 2023

RankAI ChatbotRating (Out of 5 Stars)
5.Microsoft Bot Framework4.6
6.Zendesk Answer Bot4.6
9.Alexa for Business4.4
11.Salesforce Einstein4.4
12.Dasha AI4.3

  1. Best AI Chatbot for Customer Service: Netomi
  2. What makes Netomi one of the best AI chatbots of 2023?

    Netomi’s AI platform helps companies automatically resolve customer service tickets on email, chat, messaging and voice. It has the highest accuracy of any customer service chatbot due to its advanced Natural Language Understanding (NLU) engine. It can automatically resolve over 70% of customer queries without human intervention and focuses holistically on AI customer experience. Netomi is incredibly easy to adopt and has out-of-the-box integrations with all of the leading agent desk platforms. The company works with companies providing diverse products and services across a variety of industries, including WestJet, Brex, Zinus, Singtel, Circles Life, WB Games and HP.

    Key features

    • Natural Language Understanding for human-like conversation
    • Reinforcement learning and ongoing optimization
    • Sentiment analysis for contextual next best action
    • Back-end systems integrations (CRM, OMS, etc.) for meaningful and personalized resolutions
    • Human escalation via agent desk integration (Zendesk, Freshworks, Salesforce, Khoros, Zoho, Sprinklr, Shopify)
    • Knowledge-base integration
    • Omni-channel (email, chat, voice, social)
    • Analytics and real-time reporting
    • Multi-lingual
    • Dedicated customer success team
    Netomi best chatbot for website

  3. Best AI Chatbot for Entertainment: ChatGPT
  4. What makes ChatGPT one of the best AI chatbots of 2023?

    ChatGPT might be the most well-known AI on this list, but it actually isn’t a chatbot at all.

    ChatGPT is more accurately described as a natural language processing (NLP) model. It is trained on a large set of text data to generate human-like responses to text input. Because it is based on the powerful GPT-3 language model, ChatGPT is able to generate highly coherent and plausible responses to a wide range of topics. This makes it a useful tool for various natural language processing tasks, such as language translation, text summarization, and conversation generation.

    OpenAI’s goal is to make AI systems simple to use and more natural to interact with. It is for that reason that ChatGPT gets the honor of the most entertaining chatbot despite its potential for more practical applications.

    Fun fact: OpenAI’s co-founder invested in Netomi (the #1 chatbot on this list) because of its superior efficacy in enhancing customer experience for enterprises and medium-sized businesses.

    Key features

    • Engage in conversation with users in a natural and human-like manner
    • Easily integrates with a variety of applications and platforms
    • Handles a wide range of conversational topics and scenarios
    • Learn and adapt to new situations and contexts
    ChatGPT is considered one of the best chatbots for 2022.
    OpenAI’s ChatGPT can generate bedtime stories. (Spoiler: Max the kangaroo lived happily ever after)

  5. Best AI Chatbot for IT, HR and Business Ops: atSpoke
  6. What makes atSpoke one of the best AI chatbots of 2023?

    atSpoke makes it easy for employees to get the knowledge they need. It’s an internal ticketing system that has built-in helpdesk AI. It allows internal teams (IT help desk, HR and other business operations teams) to enjoy 5x faster resolutions by immediately answering 40% of requests automatically. The AI responds to a range of employee questions by surfacing knowledge base content.  Employees can get updates directly within the channels they are using every day, including Slack, Google Drive, Confluence and Microsoft Teams.

    Key features 

    • Omnichannel (chat, email, and SMS customer service)
    • Alerts / Escalation
    • Automated Routing
    • Knowledge Base Management
    • Reporting/Analytics
    • Workflow Configuration

  7. Best AI Chatbot for WordPress: WP-Chatbot
  8. What makes WP-Chatbot one of the best AI chatbots of 2023?

    WP-Chatbot is the most popular chatbot in the WordPress ecosystem, giving tens of thousands of websites live chat and Web chat capabilities. WP-Chatbot integrates with a Facebook Business page and powers live and automated interactions on a WordPress site via a native Messenger chat widget. There’s an easy one-click installation process. It is one of the fastest ways to add live chat to a WordPress site. Users have a single inbox for all messages – whether taking place on Messenger or on webchat – which provides a really efficient way to manage cross-platform customer interactions.

    Key features:

    • One-click-install for WordPress
    • Customization
    • Custom greeting
    • Facebook page branding
    • Single inbox for all incoming messages
    • Integration with your Facebook Business Page
    • Compatible with all versions of WordPress
    WP Chatbot

  9. Best Open Source AI Chatbot: Microsoft Bot Framework
  10. What makes Microsoft Bot Framework one of the best AI chatbots of 2023?

    The Microsoft Bot Framework is a comprehensive framework for building conversational AI experiences. The Bot Framework Composer is an open-source, visual authoring canvas for developers and multi-disciplinary teams to design and build conversational experiences with Language Understanding, QnA Maker and bot replies. The Microsoft Bot Framework allows users to use a comprehensive open-source SDK and tools to easily connect a bot to popular channels and devices.

    Key features:

    • AI and natural language
    • Open source SDK and tools to build, test, and connect bots to popular channels and devices
    • integrate with existing IT ecosystem
    • Omnichannel experience (website or apps, Microsoft Teams, Skype, Slack, Cortana, and Facebook Messenger)
    • Speech capabilities

  11. Best Agent Desk AI Chatbot: Zendesk Answer Bot
  12. What makes Zendesk Answer Bot one of the best AI chatbots of 2023?

    Zendesk Answer Bot works alongside your support team within Zendesk to answer incoming customer questions right away. The Answer Bot pulls relevant articles from your Zendesk Knowledge Base to provide customers with the information they need without delay. You can deploy additional technology on top of your Zendesk chatbot or you can let the Zendesk Answer Bot fly solo on your website chat, within mobile apps, or for internal teams on Slack.

    Key features:

    • Multilingual
    • Omnichannel (email, Web forms, chat, in-app)
    • Integrates with Zendesk Guide knowledge base
    • Integrates within Zendesk agent desk platform for seamless human hand-off
    • Deep learning
    Zendesk chatbot

    Interested in learning more about Zendesk for customer service? Check out any of these helpful blog posts from our team:

    Looking for an AI platform that works beautifully with Zendesk? Let us show you how it works.

  13. Best AI Chatbot To Be Your Personal Assistant:
  14. What makes one of the best AI chatbots of 2023?

    Are you looking for ways to increase productivity and reduce time doing administrative tasks? is the best personal assistant chatbot that can schedule meetings and follow up to confirm times with attendees. Once you have an account, it’s as simple as CC on an email. It connects to your calendar and will coordinate with guests to find a time that works.

    Key features: 

    • Meeting Scheduler
    • Meeting Tracker
    • Auto-Responder
    • Google Calendar Integration
    • Calendar Integration
    • Office 365 Calendar Integration
    • User Access Control
    • Analytics & Reporting

  15. Best AI Chatbot for Developers:
  16. What makes CSML one of the best AI chatbots of 2023?

    CSML is the first open-source programming language and chatbot engine dedicated to developing powerful and interoperable chatbots. CSML helps developers build and deploy chatbots easily with its expressive syntax and its capacity to connect to any third party API. Used by thousands of chatbot developers, CSML Studio is the simplest way to get started with CSML, with everything included to start building chatbots directly inside your browser. A free playground is also available to let developers experiment with the language without signing up.

    Key features: 

    • Super easy syntax and conversation-oriented components
    • Short and long-term memory slots
    • Integrates out of the box with over 70 other apps (CRM, ticketing, databases, livechat, and more)
    • Chatbot activity analytics
    • Ready-to-use chatbot templates library
    AI chatbot interface on CSML

  17. Best AI Chatbot for Voice: Alexa for Business
  18. What makes Alexa for Business one of the best AI chatbots of 2024?

    Do you want to interact with the 83.1 million people who own a smart speaker? Amazon, which has captured 70% of this market, has the best AI chatbot software for voice assistants. With Alexa for Business, IT teams can create custom skills that can answer customer questions. The creation of custom skills is a trend that has exploded: Amazon grew from 130 skills to over 100,000 skills as of September 2019 in just over three years. Creating custom skills on Alexa allows your customers to ask questions, order or re-order products or services, or engage with other content spontaneously by simply speaking out loud. With Alexa for Business, teams can integrate with Salesforce, ServiceNow, or any other custom apps and services.

    Key features: 

    • Self-service APIs to help you create, manage, test and publish custom skills
    • Request APIs receive intents and directives from Alexa in your application logic
    • Respond to customers using text-to-speech, images, and streamed audio and video
    • Transactions and closed-loop commerce
    • SDKs for Node.js, Python and Java

  19. Best AI Chatbot for Sales: Drift
  20. What makes Drift one of the best AI chatbots of 2023?

    Drift B2B chatbots are implemented on websites to qualify leads without forms. Drift chatbots ask qualification questions and create leads in your CRM (Salesforce, HubSpot and Marketo). Once a lead is qualified, the chatbot can automatically book meetings for sales teams by connecting to calendars to pull availability. Drift also allows companies to identify the highest-valued and intelligently send personalized welcome messages to VIPs. If other questions arise during the conversation, Drift can integrate with some of the best knowledge base tools like Zendesk, Help Scout, HelpDocs and others to surface relevant information.  

    Key features:

    • A chat widget for mobile and desktop
    • Routing that directs leads and conversations to the correct person, group or team
    • SDKs for JavaScript Web, Android mobile, and iOS mobile and web
    • an API for building apps, customizing the chat widget or integrating with your platform
    • Out-of-the-box integrations, including: Slack, Office 365 Calendar, Salesforce and Market
    The Drift AI chatbot in action

  21. Best AI Chatbot for Salesforce Fanatics: Salesforce Einstein
  22. What makes Salesforce Einstein one of the best chatbots of 2023?

    Salesforce Einstein is an AI chatbot designed by one of the most successful companies ever to come out of Silicon Valley. Salesforce is first and foremost a CRM company, in fact, its stock symbol is CRM.

    Much of Salesforce’s success comes from the abundant software integrations that are either made by Salesforce themselves or by third-party companies. For example, Netomi has created a really powerful Salesforce chatbot, which integrates seamlessly into Salesforce’s platform. To have Einstein Bot at your fingertips, you need to buy into the overall Salesforce system and then pay $50/month as an add-on to Salesforce Service Cloud (which we also recognized as one of the 11 best help desk software options of the year).

    Key features:

    • Powerful Conversational AI
    • Capable of triage and routing to human agents when necessary
    • Seamless integration with other SalesForce products
    • Requires Salesforce Service Cloud
    Salesforce Einstein Bot is considered one of the best chatbots for 2022

  23. Best AI Chatbot for Call Centers: Dasha AI
  24. What makes Dasha AI one of the best chatbots of 2023?

    Dasha is a conversational AI as a service platform. It provides developers with tools to create human-like, deeply conversational AI applications. The apps can be used for call center agent replacement, text chat or to add conversational voice interfaces to mobile apps or IOT devices. Dasha was named a Gartner Cool Vendor in Conversational AI 2020.

    No knowledge of AI or ML is required to build with Dasha, any developer with basic JavaScript knowledge will feel right at home.

    Key features:

    • Human-indistinguishable speech synthesis
    • Unlimited conversational depth
    • You own the Intellectual Property to all Dasha apps you build
    • The SDK integrates into your existing infrastructure seamlessly
    • Voice over GRPC means that you can add live AI conversations to your websites or mobile apps
    • Robust digressions and intents, stacked named entities
    • Ultra-high conversational concurrency
    • The SDK integrates into your existing infrastructure seamlessly
    Dasha AI is a top AI chatbot

  25. Best AI Chatbot for User or Market Research: SurveySparrow
  26. What makes SurveySparrow one of the best AI chatbots of 2023?

    SurveySparrow is a software platform for conversational surveys and forms. The platform bundles customer satisfaction surveys (i.e., Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) or Customer Effort Score (CES) and Employee Experience surveys  (i.e., Recruitment & Pre-hire, Employee 360 Assessment, Employee Check-in and Employee Exit Interviews) tools. The conversational UI deploys surveys in a chat-like experience. This approach increases survey completion rates by 40%. SurveySparrow comes with a range of out-of-the-box question types and templates. Surveys are embedded on websites or other software tools through integrations with Zapier, Slack, Intercom and Mailchimp.

    Key features: 

    • Customized conversational surveys
    • Subaccounts and multiple users
    • Multi-language surveys
    • Smart surveys using conditional logic branching
    • White label surveys
    • Visual workflows
    • Omni-channel (email, social media, web links, embedded options, scannable QR code and email)
    • Reports and analytics
    The SurveySparrow AI chatbot in action

  27. Best AI Chatbot for the Conversational Cloud: LivePerson
  28. What makes LivePerson one of the best chatbots of 2023?

    LivePerson offers AI-powered conversations which connect brands to consumers through multiple messaging channels. LivePerson works with companies providing diverse products and services across a variety of industries, including The Home Depot, IBM, and Vodafone. According to LivePerson’s website, its conversational AI software mostly addresses marketing and sales, followed by customer care to a lesser extent.

    Key features:

    • Integrates with most channels aside from email
    • Ability to pull time-based reports
    • Intuitive interface
    • Real-time analytics dashboard
    • Enterprise-focused pricing
    LivePerson is considered to have one of the best chatbots for 2022

  29. Best Build-Your-Own AI Chatbot for Messenger: ManyChat
  30. What makes ManyChat one of the best AI chatbots of 2023?

    Next year, 2.4B people will use Facebook Messenger. ManyChat is a great option if you’re looking for a quick way to launch a simple chatbot to sell products, book appointments, send order updates or share coupons on Facebook Messenger. It has industry-specific templates, or you can build your own with a drag-and-drop interface, which allows you to launch a bot within minutes without coding. You can easily connect to eCommerce tools, including Shopify, PayPal, Stripe, ActiveCampaign, Google Sheets, and 1,500+ additional apps through Zapier and Integromat. 

    Key features:

    • Basic reporting and analytics
    • Drag-and-drop interface to build bot
    • Integrations with Shopify, Google Sheets, MailChimp, HubSpot, ConvertKit, and Zapier
    • No coding required
    • Easy set up in minutes
    Manychat best AI chatbot workflow builder

    How are our customers building chatbots to rethink customer service?
    Learn how Nespresso, Tommy Hilfiger, and Westjet have turned support into a difference maker.

  31. Best AI Chatbot for Marketers: Intercom
  32. What makes Intercom one of the best chatbots of 2023?

    Intercom exploded onto the market in 2011, making it one of the first chatbots on the market. Intercom is traditionally known as an easy to use rules-based bot for business (with minimal AI). However, it has only been until recently that Intercom has released an AI chatbot. With that said, there are some strong cases to pick Intercom as a top performing software in the space including an extensive list of software integrations.

    Key features:

    • Intercom’s Business Messenger offers engaging customer support
    • Powerful integration set with over 250 out-of-the-box apps
    • Uses both business and customer data to personalize experiences
    • Seamless experience between desktop and mobile
    • Machine learning models can help answer up to 33% of inquiries automatically
    • No free tier with expensive higher tiers compared to other options
    Intercom's Homepage

  33. Best AI Companion and Friend Chatbot: Replika
  34. What makes Replika one of the best AI chatbots of 2023?

    Replika's AI chatbot in action

    While this is not a business use case, it still warrants placement on this list for its coolness. Replika is an AI chatbot designed to become a “friend” who offers “no judgment, drama, or social anxiety.” It claims that users can “form an actual emotional connection, share a laugh or get real with an AI that’s so good it almost seems human.” Users can choose their 3D avatar and customize it, help it learn about the world, and develop its personality. You can decide if you want it to be a friend, virtual significant other or mentor.

    Key features:

    • Learns to imitate users
    • Messaging and voice recognition
    • iOS and Android apps
    • Customizable avatar

AI Chatbot Frequently Asked Questions


How Do AI Chatbots Work?

AI chatbots use Natural Language Processing (NLP) engines and machine learning to interpret user inputs. This involves extracting user entities and determining user intents. These NLP methods are used widely in the technology industry, including for machine translation, sentiment analysis, and user behavior analytics (UBA) in cybersecurity.

What is a Chatbot Platform?

A chatbot platform allows businesses to host multiple AI chatbots all in one place. Chatbot platforms are crucial when companies want to deploy chatbots across multiple communication channels like messenger, SMS, email, and directly on the website. Having all your chatbots organized in one place ensures maximum efficiency and learning opportunities as the AI inevitably gets more sophisticated.

Is Siri a Chatbot?

Siri is considered a basic chatbot. Even though Siri sounds smart at times, Sirilacks the natural language processing and human-like conversational ability of more advanced AI chatbots.

How Can Chatbots Help Save Me Money?

Chatbots can help save you money by automating routine tasks that humans would otherwise complete. Imagine that you owned a business where five different types of questions made up for over 50% of the total questions by volume. Without a chatbot, a customer service agent would have to answer each question one by one. On the other hand, a chatbot could answer an unlimited amount of the same customer service question type in an instant. This allows businesses to save their support agents’ time while maintaining a quality customer experience.

What Makes an AI Chatbot Powerful?

What separates a bad chatbot from the best chatbots is a bot’s ability to leverage four different categories of artificial intelligence. The best AI chatbots are extremely sophisticated in these 4 AI attributes:

  • Intent recognition—intent recognition involves a semantic understanding of text-based and AI chatbots that leverage general syntactical and semantic knowledge which they learn from a large corpus of language data and business-specific training samples. Knowledge learned by AI chatbots from large data sources helps for the expansion and transfer of vocabulary which helps to improve interpretations with fewer business-specific training samples.
  • Extraction of entities—information that relates to a specific object or concept. For example, dates, places, times, descriptions, names, items, or numbers. These bits of data are the building blocks from which inputs are interpreted and defined.
  • Dialogue management—Based on intent and entities, AI Chatbots use the next best action to trigger various actions required to capture appropriate details from users and business systems for meaningful resolution. AI chatbots learn user preferences in their long and short-term memory to take contextually relevant smart actions.
  • Expansion and transfer of vocabulary—algorithms can capture and refine vocabulary, including synonyms to improve interpretations. These refinements are tied to subsets of users to generate more natural responses and be passed to new bots.

The strongest chatbot platforms (listed earlier) allow for easy scalability and low manual effort. Now you know what makes the best AI chatbots so powerful.

The 5 Best AI Chatbot Examples in Real Life

As chatbots get smarter, the adoption rate by big brands and industry leaders grows exponentially. Now that we’ve taken a look at which companies make the best AI chatbot technology and how to define what makes one chatbot better than another, let’s explore real-life examples of companies that put those chatbots to work. Below are five of the most successful chatbot implementations and their results:

1. Best AI Chatbot Overall: WestJet’s Chatbot

WestJet's AI Chatbot

Company Background

WestJet, the only 3-peat winner of TripAdvisor’s Best Airline in Canada, has incorporated a chatbot to help serve its millions of monthly website visitors. With its chatbot “Juliet,” users can book travel plans, ask questions and get resolutions to common customer service questions.

Chatbot Results

When WestJet’s bot first got started, it could automatically resolve about 30% of all customer service tickets. In less than two years, that number has jumped to over 87%. Not only is this the highest rate of automated ticket resolution ever recorded – making WestJet’s Juliet the most powerful chatbot in the world –  it also speaks to the sophistication of how true artificial intelligence can learn and get better over time. As a result, the WestJet customer service agents are able to work side-by-side with the AI bot and handle over 5X the normal load of customer support.

Interested in learning more about WestJet’s chatbot, Juliet, check out one of these resources below.

2. Best AI Chatbot for Telecom: Charter Spectrum’s Chatbot

Charter Spectrum AI Chatbot

Company Background

Charter Spectrum, a top cable and phone service provider in the U.S. has incorporated a chatbot into its customer service operations. Before launching its bot, Charter’s customer support agents were answering around 200k live chats per month, a large portion of these for common use cases including forgotten passwords or usernames.

Chatbot Results

After bringing the “Ask Spectrum” chatbot into its customer support team, Charter Spectrum was able to handle 83% of chat tickets without human intervention. This significantly lightened their customer service load and resulted in a 300% increase in ROI.

To download a copy of our Telecom Customer Service Benchmark report, visit here.

3. Best AI Chatbot for Ecommerce: Covergirl’s Chatbot

Covergirl's homepage

Company Background

Covergirl, a popular makeup brand, has taken a different approach. They are leveraging chatbots to engage with teens by providing product information and disseminating coupons. The Covergirl bot was designed to help the brand address the role that social media influencers play in young customer’s lives. Customers can interact with the bot to get product information and coupons for items.

Chatbot Results

As a result of their ecommerce chabot, Covergirl has seen social media engagement increase by a factor of 14. They have also experienced 91% positive sentiment ratings and a 51% click-through on coupons.

To download a copy of our retail Customer Service Benchmark report, visit here.

4. Best AI Chatbot for Travel: Amtrak’s Chatbot

Amtrak's chatbot is rated on the best chatbot examples in the real-world

Company Background

Amtrak, a nationwide rail provider in the United States, launched a travel chatbot to provide support to its 375k daily website visitors. With the Amtrak chatbot, users can book travel, ask common questions, and seek assistance modeled on the company’s best customer service representatives.

Chatbot Results

Currently, Amtrak’s bot is responding to around 5 million requests per year. This has led to a 25% increase in bookings and a 30% increase in revenue. Overall this has meant an 800% increase in ROI.

To learn how AI is completely transforming the travel experience, download this eBook.

5. Best AI Chatbot for Customer Experience: Johnson and Johnson’s Chatbot

Johnson and Johnson's Baby Centre Chatbot

Company Background

Johnson and Johnson owns a pregnancy and childcare resource called The BabyCentre UK. The company introduced a bot on Facebook Messenger to provide information and content to new or expecting moms. The bot uses targeting and personalization to deliver relevant information and to answer popular queries from users.

Chatbot Results

As a result of the bot, BabyCentre saw an 84% engagement rate and a 53% click-through rate. This represented a 1,428% increase over email communications despite using the same personalization methods.


The Best AI Chatbots can unlock incredible efficiency, but you need to select the right AI partner. The breadth of AI chatbots available today is incredible. The best business-specific AI chatbots are focused on a core use case – whether it’s customer service, surveys, administrative tasks or sales. With 53% of organizations expecting to use chatbots within 18 months, it’s crucial that teams adopt the right technology that prioritizes the end-user experience, exceeds goals, is easy to adopt and works seamlessly with other business systems. Therefore, as an increasing number of companies claim to have sophisticated AI platforms, not all AI chatbots are created equal.

Find out what your ROI will be if you build an AI chatbot. Try our free chatbot ROI calculator today.

Want your AI chatbot solution to be considered for this list? Email and tell us why! 

The Importance of Customer Experience

Written by Dylan Max  on   Nov 23, 2022

Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important.

Customers have more choices and higher expectations than ever before. They want convenience, personalized service, and seamless interactions across multiple channels and touchpoints. Providing a positive customer experience is not only essential for retaining existing customers, but also for attracting new ones. Brands that can pull off creating a positive customer experience will win big in the end.

This blog post will explore the importance of customer experience and how it can be used as a competitive advantage to drive growth, increase brand loyalty, and ultimately, improve the bottom line.

What is the difference between customer experience and customer service?

Both of these terms are related to how customers interact with a company or brand, but they have distinct meanings and implications for businesses.

The main difference between customer experience and customer service boils down to the scope of customer interaction. Customer service refers to the assistance and support provided to customers before, during, and after a purchase. It is focused on helping customers with specific issues or problems they may have. 

Simply put, customer service is a subset of customer experience and one of the many factors that contribute to the overall customer experience.

What is customer experience?

Customer experience, also known as CX, refers to the overall perception and attitude of a customer towards a company or brand. It encompasses all interactions and touchpoints a customer has with a company, including customer service, but also includes factors such as product quality, branding, and marketing. 

This can include everything from the first time a customer hears about the company, to browsing its website or social media, to making a purchase, and even after the sale when they may need customer service or support. Customer experience encompasses all aspects of the customer journey and can be influenced by factors such as ease of use, personalization, convenience, and overall satisfaction.

In simpler terms, customer experience is how a customer feels about a business or a brand based on how they were treated and how straightforward it was for them to get what they needed. A good customer experience is when a customer feels happy and satisfied. A bad customer experience is when a customer feels unhappy and unsatisfied.

Customer experience is important because it can have a big impact on whether customers will return to a business or recommend it to others. Companies that focus on providing a positive customer experience can increase loyalty, improve brand reputation, and ultimately boost the bottom line.

Let’s go one step further and look at the 7 core elements of customer experience.

7 Core Elements of Customer Experience

  1. Ease of Use

    Ease of use refers to how simple it is for customers to find what they need. For example, a website with intuitive navigation makes it easy for customers to find what they are looking for.

  2. Personalization

    Personalization is the degree to which a company tailors its interactions with customers to their individual preferences. For example, a retail store that remembers a customer’s previous purchases and makes recommendations based on those can create a more personalized shopping experience.

  3. Convenience

    Convenience refers to how easy and efficient it is for customers to interact with a company. For example, a business that offers multiple channels for customer service, such as phone, email, and live chat, is making it more convenient for customers to get the help they need.
  1. Speed

    Speed is how quickly a customer can complete their desired actions or get help when they need it. For example, a fast-loading website or a quick-response customer service team will create a positive customer experience.

  2. Emotion

    Emotion refers to how a customer feels as a result of their interactions with a company. A positive customer experience evokes positive emotions such as satisfaction, while a negative customer experience evokes negative emotions such as frustration or disappointment.

    Typically, a good formula to measure sentiment is: Sentiment = Reality – Expectations

    If Expectations are higher than Reality that would trend to a negative customer experience and vice versa.
  3. Consistency

    Consistency is important for customers to have similar, if not the same, experiences no matter how they interact with the company. The more consistent the experience, the higher the customer experience will be overall. McDonald’s is a prime example of brand consistency. No matter where you go in the world, you can expect McDonald’s to have the same taste, seating, and food selections.
  1. Innovation

    Innovation is important because customers are living in a changing world and brands must keep up with the times. Innovation is not reserved for products but also for customer experience. For example, using Artificial intelligence or machine learning to enhance customer service speed and quality.

By isolating customer experience into these 7 elements, companies can better focus on improving each one. Those that do it well will create a positive, memorable experience for customers that will keep them coming back.

Why is customer experience so important?

Customer experience is important because it can have a significant impact on a company’s bottom line. Studies have shown that companies with a strong customer experience have higher customer loyalty, which leads to increased sales and revenue. Research from Forrester found that customer experience leaders had 17% more revenue growth than their competitors. On the flip side, one study found that businesses lose an estimated $75 billion each year due to poor customer service.

As explored earlier, customer experience is important because it can significantly affect a company’s reputation and ability to attract new customers. A study by PwC found that 63% of consumers are likely to switch to a competitor after just one poor customer experience while brands with positive customer experiences have more customers who are willing to recommend their brand to others. This can be especially important in today’s digital age, where consumers can share their experiences online and influence the buying decisions of others.

Lastly, a positive customer experience can positively impact the company’s employee engagement, productivity, and turnover rate. A study by Accenture found that companies with strong customer experience also had lower employee turnover rates and higher productivity. These studies show that establishing a customer-centric culture benefits everyone.

What are the benefits of providing excellent customer experience?

Here are the top 6 benefits of delivering great customer experience:

  1. Increased customer loyalty

    When customers have a positive experience with a company, they are more likely to return for repeat business and to recommend the company to others. This can lead to a virtuous cycle of customer retention and growth.

  2. Improved brand reputation

    A positive customer experience can enhance a company’s reputation, leading to increased credibility and trust in the marketplace. This can be especially important in today’s digital age, where customers can easily share their experiences online and influence the buying decisions of others.

  3. Increased sales and revenue

    Customers who have a positive experience with a company are more likely to make repeat purchases and purchase more expensive items. They may also be willing to pay a premium for the positive experience they have.

  4. Cost savings

    Providing excellent customer service can lead to lower costs in the long run. For example, it can help to prevent customer churn, which can be expensive to replace. Additionally, a customer who had a positive experience with a company is less likely to require additional support, which can be costly for the company.

  5. Competitive advantage

    Providing great customer experience can give a company an edge over its competitors. In a market where customers have many choices, a positive customer experience can be a key differentiator that sets a company apart and drives growth.

  6. Greater employee engagement

    Companies with a good customer experience culture tend to have more satisfied employees. Employees who feel valued, respected, and rewarded are more likely to be engaged and motivated, which leads to better performance, lower turnover rate, and lower recruitment cost.

Overall, providing a great customer experience can help build strong, long-term relationships with customers and drive profitability for the business.

What are the disadvantages of poor customer experience?

When it comes to providing customer experience, it’s important to remember that poor customer experience can have serious consequences for a business. One of the most significant disadvantages of poor customer experience is lost customers. When customers have a negative experience with a business, they are less likely to return or recommend the business to others.

Another disadvantage of poor customer experience is damage to the company’s reputation. In today’s digital age, it’s easier than ever for customers to share their experiences with a business, whether it’s through social media, review sites, or word of mouth. Negative reviews and feedback can spread quickly and damage a business’s reputation, making it harder for the company to attract new customers.

Finally, poor customer experience can also impact employee engagement and satisfaction. When employees are not empowered to provide good customer service, they may not feel motivated or engaged in their work. This can lead to increased employee turnover, which can hurt the bottom line of the business.

What about brand loyalty?

Brand loyalty is the degree to which a consumer will consistently purchase products or services from a specific company or brand. It represents a level of commitment that a consumer has to a brand and it can be influenced by various factors like quality of products, price, customer service, reputation, and the overall customer experience. Brand loyalty can be measured by a few key metrics like repeat purchase rate, customer retention rate, and net promoter score. 

  • Repeat purchase rate measures the percentage of customers who make repeat purchases.
  • Customer retention rate measures how many customers remain loyal over time.
  • Net promoter score measures how likely customers are to recommend a brand to others.

By measuring these metrics, companies can gain insights into their customer base, identify patterns and make informed decisions that can increase customer loyalty.

Customer Loyalty Statistics

Several studies have shown the importance of customer loyalty and the impact it can have on a business.

  1. The probability of selling to a new customer is only 5-20%, whereas the probability of selling to an existing customer is 60-70%. (Forbes)
  2. Increasing customer retention rates by 5% results in an average increase in profits of 25% to 95%. (Harvard Business Review)
  3. Companies with the highest levels of customer loyalty have 27% higher profitability than companies with the lowest levels of customer loyalty. (Qualtrics)
  4. Businesses lose an estimated $75 billion each year due to poor customer service. (New Voice Media)
  5. 63% of consumers are likely to switch to a competitor after just one poor customer experience. (Netomi)

5 Examples of companies with excellent customer experience

Many companies are known for providing an excellent customer experience. Here are a few examples:

  1. Amazon

    Amazon is often cited as a company that sets the standard for customer experience. From their user-friendly website and mobile app to their fast and free delivery options, Amazon makes it easy for customers to find and purchase products. They also have a strong commitment to customer service, with easy-to-use tools for tracking orders and returning items.
  1. Zappos

    Zappos is an online shoe retailer that is known for its exceptional customer service. They offer a 365-day return policy, free shipping, and a call center that is open 24/7. They also have a unique culture that values customer service and encourages employees to go above and beyond to make customers happy.
  1. Ritz-Carlton

    Ritz-Carlton is a luxury hotel chain that is known for its exceptional customer service. They have a strong commitment to training and developing their employees to provide personalized service to guests. They also have a customer loyalty program that rewards guests for repeat stays.
  1. Apple

    Apple is known for its sleek and user-friendly products, as well as for its exceptional customer service. They have a strong commitment to providing customers with a seamless and personalized experience, from the design of their products to the service provided in their retail stores.
  1. Nordstrom

    Nordstrom is a retail company that is known for its exceptional customer service. They have a strong commitment to training and developing their employees to provide personalized service to customers. They also have a customer loyalty program that rewards customers for repeat purchases.

All of these companies provide exceptional customer experience because they prioritize it as a business imperative. Technology allows these strategies to flourish.

Technologies that help companies achieve great customer experience

Deploying new technology is one way to improve customer experience. Here are four types that can help companies overcome the challenges of achieving great customer experiences:

  1. Chatbots and virtual assistants: The best chatbots can provide customers with quick and efficient responses to their inquiries, 24/7 availability, personalized interactions, and can also handle multiple customer requests simultaneously.
  2. Artificial Intelligence (AI): AI-based technologies such as natural language processing (NLP) and machine learning (ML) can be used to enhance the customer experience by providing personalized recommendations, automating repetitive tasks, and even predicting customer needs.
  3. Customer Relationship Management (CRM) software: CRM systems can help companies to manage their interactions with customers, automate routine tasks, and gain insights from customer data. This can help to improve sales and marketing efforts and provide a more personalized experience for customers.
  4. Self-service solutions: these can include interactive kiosks, mobile apps, and web portals that allow customers to access information and services, such as account management, booking, and tracking, without the need for human assistance.

By leveraging these technologies, companies can improve efficiency, reduce costs, and provide a more personalized and seamless experience for customers.

Netomi can take your customer experience to the next level

By implementing conversational AI technologies like Netomi’s, businesses can provide 24/7 customer service, automate repetitive tasks, and personalize the customer experience. Additionally, conversational AI can also help businesses to improve customer engagement, increase customer loyalty, and drive sales.

However, it’s important to remember that conversational AI is not a silver bullet for customer experience. To truly take your customer experience to the next level, it’s important to have a holistic approach, which includes understanding customer needs, providing high-quality service, and continuously improving customer experience.

Conversational AI can be a powerful tool for businesses looking to improve their customer experience. By providing customers with convenient, personalized, and efficient customer service, businesses can increase customer loyalty, drive sales, and ultimately, grow their business. It’s important to start small, test and learn from it, and then scale.

Businesses that can effectively implement conversational AI will be well-positioned to provide a top-notch customer experience and stay ahead of the competition. If you’re ready to take your customer experience to the next level, consider investing in Netomi and see the results for yourself.

How a Customer Experience Leader Can Bolster Your CX Strategy for 2023

Written by Dylan Max  on   Oct 19, 2022

Customer Experience is king, with countless statistics that accentuate its importance. For instance, 78% of customers say that the quality of service is crucial to earning both their loyalty and repeat business.

Looking ahead to 2023, how can you enhance your CX strategy? As you consider roles dedicated to the CX cause, Customer Experience Managers can be a valuable asset to your team. What do they do exactly and how can they help grow your business?

What is a Customer Experience Manager?

Broadly speaking, a Customer Experience Manager serves as a company’s champion of customer experience. The Customer Experience Manager’s role revolves around ensuring that customers are receiving the best possible experiences and examines the company’s interactions from the customer’s perspective. While there are numerous customer experience tools available for organizations to monitor, measure and improve their CX efforts, they don’t make as great an impact without a cheerleader to guide and shape that vision.

Let’s be clear, Customer Experience Managers are way more than company cheerleaders.

How can a Customer Experience Manager shape your CX strategy?

Construct and map out the customer experience

Armed with a clear vision of each customer and their specific need, serving as a company’s customer advocate a Customer Experience Manager takes a strategic and hands-on approach to the design, development, and implementation of CX programs. This includes regularly evaluating program metrics and outcomes, sharing customer insights, and making recommendations to drive CX program development.

To successfully accomplish this, having an affinity toward automation and emerging technologies is key.

Why? An effective customer experience leader is one who can create positive customer experiences at scale, and emerging technologies are making such experiences more and more possible. Take, for example, AI-powered customer service platforms. These AI platforms built especially for CX can automate and resolve queries at lightning speed, essentially cloning teams’ best customer experience representatives. Keep an eye out for CX professionals who are eager to try new technologies, as they are the ones that will take your CX to the next level, and keep your organization ahead of the competition.

Train and motivate others, on the path to CX excellence

Armed with a strategic vision of what customer service should entail, they are also responsible for training and supervising teams of customer service representatives.

Advocate Customer Experience to leadership

Speaking on the topic of CX predictions for 2022, Netomi CEO Puneet Mehta noted that “we saw a big shift in the role of CX within an organization, and customer experience executives now have a seat at the executive table.”

Once you get buy-in from leadership, customer experience will be a priority from the top down, making for a stronger foundation for a positive customer experience throughout the customer’s journey.

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When should I hire a Customer Experience Manager?

Whether you’re an organization large or small, providing great customer service should be a chief area of focus, and a Customer Experience Manager could serve as a pivotal missing piece of the CX puzzle. Having a dedicated CX leader in this role may be just the thing for your business if:

You want more customer loyalty

There is value to be had in keeping the right customers – in fact, acquiring a new customer is anywhere between five and 25 times more expensive than retaining an existing one! Chances are a solid percentage of your sales come from repeat customers. If it isn’t, wouldn’t you like it to be? If customers enjoy their experience with your company, they’ll return. Keep that door open, to welcome them back in with open arms.

Your business requires customer interactions

The more touchpoints a customer has with your business that go beyond that initial interaction, the more you need to manage their experience. Do you want to keep customers reading your blogs, as new content is posted? To engage with your weekly newsletters? To make repeat purchases? Simply put, if a customer doesn’t enjoy interacting with your business, they’re likely not going to stick around.

You want to increase good leads

Good customer experience warms up leads, passes them through the sales funnel, and eventually results in satisfying conversions. That’s what a business is all about, and a Customer Experience Manager will be able to determine the best way to go about making the customer’s experience smooth and easy.

You have a customer service team

A Customer Experience Manager can be in a position of leadership for your entire company, but specifically for those who most often interact with customers: customer service teams. This position also touches on some of the other areas of the business, like sales and marketing, and while all work together to attract and keep customers, a Customer Experience Manager can serve as an excellent point person for all customer-related initiatives.

To strengthen your CX strategy, add a Customer Experience Manager to your CX dream team

When it comes to imagining a connected CX, the magic lies in a calculated combination of people, tools – such as AI-powered customer service platforms – and processes. Incorporating such tools and resources can help you enhance and hone your CX strategy, stay abreast of current trends, and keep up with evolving customer demands and preferences in 2023 – and beyond. Yet it all begins with a vision, which is where a Customer Experience Manager can function as a guiding light, master planner, and CX champion.

50 Customer Service Statistics You Need To Know (Updated For 2023)

Written by Dylan Max  on   Sep 10, 2022

Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Companies are equally praised for the exceptional support they provide, while others are relentlessly chastised for failing to deliver. Below, we want to show you how that perception has become reality with 50 customer service statistics you need to know for 2023.

AI customer service is transforming how companies support the people who support them – working alongside human agents to provide quick, convenient, and personal support. We thought it would be a good idea to get a real sense of where customer support is today by sharing these 45 customer service stats from leading research organizations.

Here are some of the best customer service statistics that really paint the picture of:

  1. What consumers expect
  2. The baseline of where many brands are today
  3. The opportunity for AI to catapult a brand’s customer service to the next level

To review some of our own research on this topic, please check out any of our four eBooks on the topic of customer service:

Customer Service Stats On Consumer Expectations

this statistic states that 40% of consumers want companies to prioritize quick resolutions
  • 59% of consumers have higher expectations for customer service than they did just a 1 year ago [Microsoft]
  • 60% don’t see customer service as getting any easier [Microsoft]  
  • Customers expect to receive service through any channel and on any device, with 59 percent of respondents using the omnichannel experience to get questions answered. [Microsoft]
  • Americans are telling an average of 15 people about poor service  [American Express (1)]
  • Nearly 50% of consumers expect a response on social media questions or complaints within an hour, with 18% expecting an immediate response [American Express (1)]
  • 33% say getting their issue resolved in a single interaction (no matter the length of time) is the most important aspect of customer service  [American Express (1)]
  • 40% want companies to focus on taking care of their needs quickly; The future of service belongs to those who deliver quick, convenient and personalized customer service in the customer’s channel of choice [American Express (1)]
  • 66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience [Forrester (1)]
  • 86% of customers have to contact customer service multiple times for the same reason [InfoLink]

Many companies rely on these stats to benchmark customer service. You might not need all these fancy customer service statistics to know what’s the most important: customer satisfaction.

Satisfaction = Reality – Expectations. If you can beat expectations on a consistent basis you have entered the powerful realm of leveraging customer service to promote your brand. When it comes to customer service as a marketing tool (think “word of mouth”), we’ve carved out a whole separate section for that below.

Key Statistics Covering How Customer Service Is The New Marketing

A visualization showing 61% of customers will switch brands due to poor customer service
  • 95% of consumers cite customer service as important in their choice of and loyalty to a brand  [Microsoft]
  • 90% of Americans use customer service as a deciding factor when choosing to do business with a company [American Express (2)]
  • 78% of customers say the quality of service is fundamental to earning their loyalty and repeat business [Netomi]
  • Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service [American Express (1)]
  • 61% have switched brands due to poor customer service with nearly half having done so in the past 12 months  [Microsoft]
  • More than half of Americans have scrapped a planned purchase or transaction because of bad service  [American Express (1)]
  • US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service, up from 14 percent in 2014  [American Express (1)]
  • 33% of Americans will consider switching companies after just a single instance of poor service  [American Express (1)]
  • 61% of insurance consumers in the United Kingdom, 76 percent in Germany and 79 percent in Spain say their insurer choice is influenced by the carrier’s claims handling and customer service quality [Accenture] (click the link to get more insights on the benefits of insurance chatbot solutions)

Proactive Customer Support Statistics

This shows the importance of rapid responses and proactivity. 90% of consumers rate immediate answers as one of the most important factors when thinking about quality customer service
  • 90% of customers rate immediate responses as important or higher when they have a question. [Hubspot (1)]
  • 82% of people say good customer service is extremely or very important [Netomi]
  • 71% of consumers under 25 believes quickness in responses from customer service representatives improves their experience [Comm100]
  • 70% have a more favorable view of brands that offer proactive customer service notifications [Microsoft]
  • 87% of customers want to be proactively reached out to by a company for customer service related issues  [inContact (via MyCustomer)]
  • Over a 12 month period, proactive customer service can lead to a 20-30% reduction in call center calls — lowering call center operating costs by as much as 25% [Enkata (via MyCustomer)]
  • 83% of customers expect to interact with someone immediately when they contact a company [Salesforce] (click the link to learn more about our salesforce chatbot integrations)

Customer Service Statistics That Show Agents Need Help

One customer service stat points out 84% of agents need help answering support questions
  • More than 75%of consumers expect customer service representatives to have visibility into previous interactions and purchases, Yet nearly half say agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue  [Microsoft]
  • 68% say a pleasant representative is a key to their recent positive service experiences [American Express (1)]
  • 40% of customers want agents to focus on taking care of their needs quickly  [American Express (1)]
  • 62% of consumers have been ghosted by company customer service call-back options more than once [Netomi (2)]
  • 53% have publicly shamed a company following an instance of poor customer service [Netomi (2)]
  • 73% of customers have experienced an agent being rude to them [Netomi (2)]
  • 84% of customer service agents can’t answer the questions [InfoLink]
  • 83% of consumers have to repeat the same information to multiple agents [InfoLink]
  • 82% of customers expect to solve complex problems by talking to one person [Salesforce]

Related Reading: Check out the Top 38 Chatbot Statistics you need to know for customer service

Customer Service Is A Real Business Issue (And Opportunity)

Companies that provide excellent customer service see a 93% repeat purchase rate according to one report
  • $62 billion is lost by U.S. businesses each year following bad customer experiences [New Voice Media]
  • 93% of customers make repeat purchases with companies that provide great customer service. [HubSpot (1)]
  • 69% of US online adults shop more with a retailer that offers consistent customer service both online and offline [Forrester (1)]
  • Poor customer service causes consumers to abandon intended purchases, which translated to an estimated $62 billion in lost sales in the US in 2015 — an alarming 51% increase over the previous two years [Forrester (1)]
  • Customers are 4x more likely to switch service providers if the problem they are having is service-based. [Bain and Company]
  • A moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years [Temkin Group]
  • Within the last year alone, reported merchandise returns went up from $351 billion to $369 billion, and an estimated $24 billion was lost to return fraud and abuse. [Appriss]
  • Businesses can grow their revenue by as much as 8% above their competition when they improve the customer service experience. [Bain and Company]

All Of These Customer Support Stats Pave The Way For AI

This statistic from Forrester states that 54% of consumers use email when they want to reach customer support
  • 54% of consumers use a customer support email for customer service, making it the number 1 customer service communication channel. [Forrester (2)]
  • 42% of customers want to communicate with companies via live chat for customer service. [HubSpot (2)]
  • Millennials prefer live chat for customer service over other channels [Comm100]
  • By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017 [Gartner (1)]
  • 80% of customer engagements can be handled by bots [Accenture]
  • 73% of consumers ascribe no value to agents engaging in small talk when fixing their issue [Netomi (2)]
  • By 2021, more than 50% of enterprises will spend more on bots than traditional mobile [Gartner (2)]  
  • By 2030, 70% of companies will have adopted some form of AI and the majority of enterprises will be using a full range of AI technology [McKinsey]

We have shown you through these 50 customer service stats that support is more important to your business than ever before.

Are you ready to see how AI in customer service can transform your business? Use AI to answer high-volume, repeatable issues without delay while looping in your human agents to manage the other inquiries. Let’s chat

For more information on customer service, visit:

Resources cited in this post

The 5 Top Customer Centricity Examples in 2022

Written by Dylan Max  on   Jul 29, 2022

Customer centricity. Customer obsession. Customer focus. 

These are not just boardroom buzzwords but rather essential principles for businesses today – from global enterprises to innovative upstarts. Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions. In 2022, all companies need to take a radically customer centric approach. 

In this post, we’re answering questions like: 

  • What is customer centricity?
  • Why is customer centricity important?
  • How to be customer centric
  • What are the top customer centricity examples?

What is Customer Centricity? 

Customer centricity means you put the customer at the center of everything you do. Your products, in-store and digital experiences, and customer service are all designed with the goal of providing a consistently great experience and adding value. The entire company has a ‘customer culture’ and removes siloes to provide a cohesive, unified experience. 

Customer centric companies remove friction, preemptively solve problems and meet customer needs in unique ways. These companies often leverage powerful technology like machine learning, predictive analytics and artificial intelligence, in addition to sophisticated CRM platforms to provide truly effortless interactions and hyper-personalization

Customer centricity can exist across a variety of dimensions of a business including Customer Support, Marketing, and Sales departments.

What is Customer Centric Selling?

In a nutshell, customer centric selling is a selling strategy that values building meaningful relationships with your customers as opposed to pushy sales tactics. Similarly, customer centric service also is about focusing on growing meaningful relationships, but in the context of the customer support role.

 “Human-centric marketing is defined by brands that approach engaging their current and prospective customers via advertising and marketing tactics as whole human beings with hearts, minds, and spirits.” — Philip Kotler

Why is Customer Centricity important?

Customers today expect more. And this comes at a time when customer experience (CX) is the primary differentiator in a sea of sameness. CX now dictates where people spend their money and develop loyalty. Companies need to obsess over providing positive experiences and adding value in order to create a positive view in people’s minds. Every interaction matters. CX expert Shep Hyken says: “Customers notice almost everything. In fact, their brains are wired to make a note of anything they don’t like1.” 

Adopting a customer centric mindset is crucial for many reasons: 

  • Every interaction matters: One in three customers will leave a brand they love after one bad experience2
  • A customer centric philosophy can reduce customer acquisition costs: It’s more expensive than ever to acquire new customers: it’s 5X more expensive to acquire a new customer than keep an existing one. 
  • Customer centricity unlocks revenue: 86% of buyers are willing to pay more for a great customer experience3. Personalization alone can increase overall consumer spending up to 500%4
  • Customer centricity motivates people to recommend your brand: More than 65% of customers said that their experience on the website or app would be at least a “very important” factor in their willingness to recommend a brand. 

How to be customer centric

The first step in becoming customer centric is understanding what your customers need and want. Take frequent pulses on pain points and identify and eliminate friction points: 96% of customers with a high-effort service interaction become more disloyal compared to 9% who have a low-effort experience5. The key to creating such an experience is for the team to be intimately familiar with the customer’s journey through your buying experience.

Customer centricity is also created by personalizing and contextualizing experiences, something that 75% of customers expect today6. This involves surfacing the right products, experiences and information to specific customers at the exact moment of relevance. To do this, companies need to get away from silos and disconnected systems to connect all of the dots of the customer into one centralized view. According to Professor PhD Luigi-Nicolae DUMITRESCU, “You cannot departmentalize a customer centric approach. It must emanate from the very heart of the organization. All departments need to work in harmony, if not complete synchronicity in all communications with customers.7” 

Customer centric brands also understand that you can’t be everything to everyone. In his book, Customer Centricity, Wharton professor Peter Fader encourages companies to look at the “overall customer lifetime value and concentrate efforts on those customer segments that were most valuable and interesting to optimize profit8.” Segment your customers to identify the best ones and develop strategies to provide these segments with the best experience. Don’t put resources into courting customers who don’t pay off in LTV. The most efficient way to accomplish this is by using a customer relationship management platform.

Exploring a new CRM solution? Learn more about two of the industry leaders in our Intercom vs. Zendesk review.

Creating a customer centric mindset needs to be managed by an internal champion overseeing everything to do with the customer. In an indication of the shift away from price focus and product focus to customer focus, the role of the Chief Customer Officer has been one of the fastest-growing. In fact, 22% of Fortune 100 companies and 10% of Fortune 500 companies now have chief customer officers9

The top 5 customer centricity examples you haven’t seen anywhere else 

Companies like Starbucks, Amazon, Netflix and Walt Disney World are often cited for their customer centricity, as they should be. In this post, we wanted to find customer centricity examples that you may have never seen before. 

1. Wayfair uses AI and data for hyper-personalization

Wayfair offers over eight million products, from furniture and décor to appliances and storage10. It has 37,173 kinds of coffee mugs alone, and when you account for different colors, sizes or materials, there are over 70,000 options11. Without taking a customer centric approach, the user experience would be overwhelming and time-consuming. 

The company uses predictive analytics and AI to create detailed buyer personas to show the most relevant products for customers, eliminating the need to scroll through pages and pages of products to find something they like. Wayfair “uses machine learning technology to work out which products complement one another and recommend them to customers. This makes sure that Wayfair isn’t wasting its customers’ time by recommending products that simply won’t work with the items they already own12.”

According to Wayfair Cofounder Steve Conine: “On average, we capture and store four terabytes of data every day and over the course of a year, we track approximately 40 billion customer actions on our site…..Data has been democratized across the organization — it can be accessed and used regardless of whether an employee works in marketing, logistics, or engineering. Data has allowed the company to better execute on its strategy through improved personalization.” 

2. Stitch Fix removes the hassle of clothes shopping 

Stitch Fix is one of the most fascinating customer centricity examples. The company gets to know customers through a personalized style quiz, and then after finding out clothing style and color preferences, favorite brands and styles, and budget, stylists curate pieces and outfits for the individual customer. There’s no subscription, items can be easily returned and you only buy the products that you like. Points of friction have been identified and eliminated. 

The company relies on AI and big data to power its operations. CEO Kristina Lake says, “Data science isn’t woven into our culture; it is our culture13.” The company reviews style trends, preferences, sizing info, and inventory. Stitch Fixes AI algorithms and data experts determine what styles typically work for each type of customer. And this is paying off: Stitch Fix increases its client base by 17% each year and currently serves more than 3.5 million customers14

3. Ikea’s In-Store and Digital Experience Elevate the CX 

The customer centricity at IKEA runs deep. According to Maja Bricevic, a Communications Specialist with IKEA Canada, “IKEA’s vision is to create a better everyday life for the many, and is committed to meeting the needs of its customers by creating a great customer experience, whenever and wherever [customers] want to meet us.”

The Swedish home retailer is recognized for its immersive in-store customer experience. Customers shop carefully furnished and curated spaces, visit a food court and snack on famous meatballs and even take advantage of complimentary childcare. 

Apart from the in-store experience, IKEA’s digital experience is also very customer centric. One way the customer delivers this is through its IKEA Place app. Shopping for home furniture can be challenging to imagine how an item will look in your space. The app gives customers the ability to virtually place true-to-scale 3D models in their own space, furnish a whole room in one tap or find the perfect product by searching with your camera. 

4. L’Oreal mixes up makeup on demand 

Unlike products like toys or books, which are the same for everyone, makeup looks different on every customer. To help customers find the exact right shade, the company launched L’Oréal Perso, an AI-powered smart device that creates custom formulas for lipstick, foundation, and skincare. A customer uploads a picture to the Preso app “which will use AI to identify skin conditions like dark spots, large pores, or wrinkles.” The app layers in real-time contextual data to account for environmental concerns that affect the skin, including pollution, pollen, and UV index. All of this is used to create a custom formula that is dispensed in a perfectly portioned, single-dose. 

The company aims to give consumers more control over their makeup and skincare, according to Guive Balooch, global vice president of L’Oréal Technology Incubator15. “Consumers have been asking to be part of the process of their beauty and have a stronger relationship with how well it’s working. [With Perso], you become part of the process of your cosmetics,” he says. 

5. Hilton treats every loyalty member like a true VIP 

Hilton is one of the biggest hotel brands in the world, boasting 6,110 properties with more than 971,000 rooms in 119 countries and territories. Annually, 178 million guests stay at its properties. Even with these extraordinary numbers, the brand has implemented strategies to be truly customer centric. The driving force behind this is the Hilton Honors guest loyalty program, which has over 115 million members16

With the free Hilton Honors mobile app, guests can book their stay, select the exact room they want, order meals, check-in and out, unlock their door and elevators with a Digital Key, all from their smartphone17. The honors program and app provide a truly frictionless experience from booking and pre-stay to on-site. Because of these digital interactions and building rich customer profiles, “front desk staff can focus on more valuable face-to-face interactions, while guests avoid worrying about losing hotel room keys.” 

Final Thoughts: Customer centricity is here to stay 

Keeping the customer at the center of everything you do is a must for companies to compete, build loyalty and generate revenue. Customer centricity needs to be a fabric of every modern organization, with siloes eliminated and departments working together with the same goal: create positive customer interactions that deliver value across the entire customer lifecycle. 

Are you interested in making one of these customer-centricity lists? Let’s discuss how AI can transform your company into a customer-centric powerhouse. 

For more information, visit:



The 12 Most Important Customer Service Expectations

Written by Dylan Max  on   Jul 14, 2022

It’s no secret that customers today have high expectations when it comes to customer service. In order to keep up with the competition, businesses need to meet (or exceed) these expectations. Every business has customers, no matter what field or industry, and it’s vitally important to be aware of what they expect.

What are Customer Expectations?

Simply put, customer expectations are the standards that customers have for a product or service. These standards can be based on many factors, such as previous experiences, what they’ve heard from others, or even societal norms. And when customers don’t feel that their expectations have been met, they’re likely to take their business elsewhere.

There are a few key things to keep in mind when it comes to customer expectations:

– They’re constantly changing: What customers expect today may be different tomorrow, so it’s important to stay on top of trends and changes.

– They vary by customer: Not all customers have the same expectations, so it’s important to tailor the experience to each individual.

– They should be met or exceeded: Meeting customer expectations is the bare minimum — businesses should aim to exceed them whenever possible.

The 12 Most Important Customer Service Expectations

While customer expectations can differ depending on the company or industry, there are some common themes that businesses should be aware of. Here are 12 of the most important customer service expectations:

1. Honesty and Transparency

Customers today expect honesty and transparency from businesses. They want to know that they can trust the company, and they want to be able to easily find information about the product or service. For example, if a customer is buying a product online, they should be able to easily find shipping costs, return policies, and other important information. Companies should not try to hide this information or be vague about it.

2. Friendliness and Courteousness

It seems like it should go without saying, but sometimes it’s easy to forget about basic decency. Friendliness and courteousness are two of the most important customer service expectations. Customers want to feel like they’re valued, and they want to be treated with respect.

3. Being Understood

Customers want to feel like they’re being understood, and they want businesses to take the time to listen to their concerns. This includes everything from active listening to providing support in their language of choice. Customers want to feel like they’re being understood, and they want businesses to take the time to listen to their concerns. This includes everything from active listening to providing support in their language of choice. Active listening is a customer service technique that involves giving your full attention to the customer, paraphrasing what they’ve said, and checking for understanding. This can help to make sure that the customer feels heard and that their issues are being addressed.

4. Innovation

Innovation is one of the most important customer service expectations in today’s climate. With new technologies and platforms constantly emerging, customers expect businesses to be on the cutting-edge. They want companies to be constantly improving and adapting to change. Innovation also means being able to meet customer needs in new and unique ways, like using chatbots or artificial intelligence. Innovation should never be made at the expense of smooth function–after all, the latest and greatest technology is hardly great if it hampers your customer service agents from giving customers the best possible experience.

5. Proactivity

Customers today expect businesses to be proactive, and they want companies to anticipate their needs. This includes everything from proactively addressing problems to offering personalized recommendations. A proactive approach means identifying potential issues and taking steps to prevent them before they happen. It also involves awareness of customer needs and offering solutions or recommendations before the customer even knows they need them.

6. Speed and Efficiency

Customers today want speed and efficiency when it comes to customer service. They don’t want to wait on hold for hours, and they expect problems to be resolved quickly and efficiently. Quick reaction time from customer service is essential in today’s climate.

7. Multi-Channel Service

In order to meet customer expectations, businesses need to provide multi-channel service. This means that customers should be able to reach out through a variety of channels, such as phone, email, chat, or social media. And they should be able to receive a consistent experience no matter which channel they use. In addition to this consistent access, they also want continuity–a conversation that begins on one channel should continue on another.

8. Privacy and Security

With all of the recent data breaches in the news, it’s no surprise that privacy and security are top customer service expectations. Customers want to know that their personal information is safe, and they want businesses to take steps to protect their data. This includes everything from ensuring that data is encrypted to offering secure payment options.

9. Personalization

Customers today expect a personalized experience, and they want businesses to take the time to get to know them. This includes everything from using their name to providing tailored recommendations. Not only this,  but customers also want the feeling that they’re more than just a number. They want to be treated as individuals, and they want their customer service experiences to reflect that. 

10. Empathy

In addition to being understood, customers also want businesses to show empathy. This means that businesses need to be able to put themselves in their customers’ shoes and understand their needs. This is more than just a sympathetic ear or a kind word–it’s about being able to truly understand what the customer is going through. The Human connection is an important one and should be a cornerstone of any customer service approach. 

11. Constant Availability

With the rise of online shopping, customers now expect businesses to be available 24 hours a day, seven days a week. This means that businesses need to have customer service representatives available around-the-clock to answer questions and resolve problems.

12. Customer Self-Service

Finally, customers today expect to be able to serve themselves. This means that businesses need to provide easy-to-use self-service options, such as FAQ pages, online chatbots, and step-by-step guides.In addition, businesses need to make sure that these self-service options are easily accessible and easy to use by their customers. Efficient and convenient self service is not only great for customers, but it’s also cost-effective for businesses. 

How to leverage AI in the quest for customer service excellence

There is power to be realized in partnerships and the strategic combination of forces, and companies using chatbots for customer service can further enhance the CX, taking it to new heights. While platforms can streamline the agent experience and can decrease resolution times, omnichannel conversational AI platforms like Netomi are now acting as the first line of defense when it comes to customer support. Netomi’s virtual agents sit alongside human agents to supplement and enhance the capacity of support teams, ensuring the seamless resolution of customer queries.

No matter which platform you choose to implement in your customer service operations, the Netomi AI helps you by taking the best course of action with every incoming support ticket:

  • The AI can automatically resolve common, highly repeatable tickets without having to loop in a human agent (‘auto-pilot’ mode)
  • For more complex tickets, the AI can gather information from the customer or back-end systems, and even draft a response for review, before handing off to a human agent (‘co-pilot’ mode) 
  • For the most complex tickets that require a human hand, the AI can summarize and route tickets to the most appropriate agent for the task 

By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs. Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team.

The 12 Best Help Desk and Service Desk Software Platforms In 2023 [Features, Pricing, and More]

Written by Dylan Max  on   Jun 29, 2022

The support tech stack has undergone a significant shift since the early 2000s. The backbone of a support organization today is having one of the best help desk software solutions. In today’s business environment, a help desk is a powerful platform that streamlines the entire support process. 

In this post, we’re going to dive deep into these solutions. We’ll explore why companies of all sizes need a help desk, what to look for in a help desk platform, how much it costs and much more, including:

What is a help desk?

A help desk (or service desk) is case management software that helps companies receive, assign, resolve and analyze customer service tickets or queries from internal audiences (IT or HR). As a kind of mission control system, help desk software pulls in conversations from various communication channels, including: incident management, ticket management, customer interaction, live chat, email, social platforms, voice, etc. into a single platform.

Help desk software has a wide range of tools for agents to quickly and accurately access profile data, capture context, analyze sentiment, and provide shortcuts and templates to help customer service reps reply easily.

Help desk platforms often combine customer self service tools like Knowledge Bases as well as AI and human agents working together in real-time to provide efficient support.

Why should companies use a help desk?

Help desk solutions and ticketing systems are instrumental in providing top-notch support and can directly impact customer satisfaction. Help desk software also helps to maintain agent happiness by empowering them with everything they need at their fingertips and even automating many processes.

Companies of all sizes can benefit from a help desk system: whether offering support to external customers or internal audiences (i.e. IT or HR support). There are platforms designed for small teams (less than 20 agents), average size teams (~50 agents), and large enterprise and distributed teams (10,000+ agents).

While the benefits of leveraging help desk software are vast, we’ve rounded up the 7 core benefits in 2023.

Top 7 Benefits of Help Desks

  • Improved customer satisfaction

Customers today demand quick, effortless resolutions to their issues and hate having to repeat themselves. Help desk software streamlines the support journey, providing the ability for agents to easily review previous interactions, access customer profile data to personalize the interaction and close help desk tickets faster. 

  • A single source of truth

Help desks provide one centralized record of cross-channel support tickets which can be tracked, reviewed and analyzed at any time. This also opens the door for advanced analytics on the issues customers are facing. Help desks can also flag emerging issues that the company can get in front of.

  • Automation

Help desk software has a lot of AI at work behind the scenes. Service desk chatbot tools act as the first line of defense interacting with customers to automatically resolve highly repeatable tickets. They can recommend responses to agents or even coach agents in real-time. The most advanced help desk platforms use a combination of human and machine intelligence.

  • Improved agent experience

Attrition for customer support agents is one of the highest (with turnover rates between 30-40%), which leads to significant hiring, training and onboarding costs. Tools like help desk AI platforms make an agent’s job easier. Automation tools that eliminate the mundane work and make jobs more fulfilling.

  • Intelligent routing

Help desk platforms can route tickets to specific agents based on availability, expertise or seniority. Routing can also be based on profile attributes. This provides a better end-user experience by reducing the passing off of a customer from one agent to another. 

  • Heightened scalability

When you’re up and running on a modern help desk platform, you can easily scale to new channels and manage spikes in tickets during times of hyper-growth. Help desk platforms eliminate teams sharing a single inbox which can lead to delays, duplicate agent work and reduced productivity.

  • Sophisticated analytics

Modern help desk platforms have rich data and reporting so you can track response time, average handle time, first response rate and other key customer service KPIs.

Do small businesses need to use a help desk?

Every company that prioritizes their customer experience should consider a help desk, even small businesses. Even for small teams with 5 agents or less, there are tons of benefits.

Regardless of the size of your company, customer service is important to attract and build customer relationships. Consider these customer service statistics:

  • 95% of consumers cite customer service as important in their choice of and loyalty to a brand
  • Customers expect to receive service through any channel and on any device, with 59% of respondents having used multiple channels to get questions answered
  • 66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience

Arming your agents with the tools to drive efficiency can ensure no duplicate work is done, tickets are prioritized and addressed in the most pressing order, and customer satisfaction is not compromised.

How much does help desk software cost?

You can find both free and paid subscriptions for most help desk software. Features and the number of agents in the free models are typically limited. Once you’re in a paid model, more agent seats are allotted and advanced tools and functionality are available. There are often plans aimed at small businesses to enterprise users.

Zendesk, for instance, starts at $49 per month per agent and goes up to $215 per month per agent with the most functionality (published costs at the time of publication).

There is a growing number of options when it comes to help desk software – from both established players like Salesforce and Zendesk and newer Zendesk alternatives like Gladly. A quick look on GetApp, an online review platform for software, shows over 70 companies in the category. Here’s our list of the best help desk software in 2023.

The 12 best help desk platforms


RankHelp DeskRating (Out of 5 Stars)
2.Salesforce Service Cloud5
7.InvGate Service Desk4.5
9.PeopleSoft Enterprise Helpdesk4.4
11.Hubspot Service Hub4.3

  1. Best help desk software for omnichannel: Zendesk

    What makes Zendesk one of the best help desks of 2023?

    Zendesk is perhaps the most robust and flexible help desk platform. It’s used by over 160,000 companies including large enterprises like Expedia, Tesco and Vodafone. While it works on any channel (email, chat, voice, and even social messaging apps like Facebook, WhatsApp, Apple Business Chat and more), all the interactions and relevant context are kept in a single, dynamic dashboard. Integrating a top-performing Zendesk chatbot can make your help desk even more powerful. The platform is completely customizable and is designed to help companies quickly close tickets. The company reports that it increases customer satisfaction by 25% and agent productivity by 30% at any scale.

    Real Testimonials: What customers have to say about Zendesk’s help desk

    “Zеndеsk hеlрs yоu іmрrоvе yоur соmmunісatіоns еvеrywhеrе and еvеry mоmеnt.”

    Key features

    • Sophisticated ticketing system and automated routing
    • Omnichannel experience and support – including real-time chat and email
    • Advanced reporting & analytics
    • Knowledge Base
    • Automation and service desk chatbot options
    • Ticket collaboration
    • SLA Management
    • Alerts / Escalation

    Hear how AI can improve the customer experience in this webinar featuring Greg Dreyfus from Zendesk.

  3. Best help desk software for integrations with other tools: Salesforce Service Cloud

    What makes Salesforce Service Cloud one of the best help desks of 2023?

    Salesforce is the leading customer relationship management (CRM) platform used by businesses to manage customer data, connect across a variety of channels and streamline customer support. The company’s Service Cloud automates service processes, streamlines workflows, and surfaces key articles to elevate agent productivity.

    The platform boasts many of the same features as the other help desk platforms on this list, but also has thousands of apps and integrations in the Salesforce AppExchange that extend the power of Salesforce. Whether you’re looking for customized surveys, AI-powered Salesforce chatbots, agent routing and productivity.

    “Service Cloud – the platform for success and customer centricity”

    Key features

    • Ticketing and automatic routing
    • Reporting and analytics dashboard
    • SLA management and routing
    • Knowledge base management
    • CRM
    • Automation
    • Omnichannel: voice, email, live chat, social media

  5. Best help desk for hyper-personalization: Gladly

    What makes Gladly one of the best help desks of 2023?

    Gladly talks about its “radically personal service.” The help desk is designed to provide the ultimate customer experience that “treats customers like people, not tickets.” The platform provides this personalized customer service by enabling a single lifelong customer conversation across all channels. The customer’s context is carried forward, regardless of the channel on which they reach out. This customer-centric mindset  turns customer service teams into revenue-generating machines by providing agents with tools that can increase contact center generated revenue by up to 10%.

    Although the platform is used by companies across industries, Gladly has a ton of experience with retailers like Crate & Barrel, Ugg, Warby Parker, Ulta Beauty and Ralph Lauren.

    Drew Chamberlain, Director of Customer Experience for JOANN recounts that “’In less than a month we’d cut our email backlog by 93% and our email response times by 70%—it’s all thanks to how simple and efficient Gladly is to use.”

    Key features

    • Customer profiles with saved preferences, purchase history, attributes and relationships
    • Conversation timeline
    • Intelligent routing
    • Native knowledge base
    • Contextual engagement
    • Intelligent routing and seamless escalation
    • Task management and collaboration tools
    • Payments
    • Omnichannel – native voice, email, text, chat, and more tools

    Hear how support teams benefit from smart automation in this webinar featuring Mike McCarron from Gladly.

  7. Best help desk software for small businesses: Freshdesk

    What makes Freshdesk one of the best help desks of 2023?

    Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Highly repeatable questions can be replied to in a single keystroke with templated responses. Integrating a Freshdesk chatbot into the help desk might allow you to unlock 80% or higher automation rates.

    While the company has over 150,000 customers of all sizes, it is the gold standard for help desk offerings aimed at smaller businesses, according to PC Magazine.

    Key features

    • Ticket creation
    • Automation
    • SLA Management
    • Multilingual
    • Reporting and analytics
    • Omnichannel

    Get 5 strategies for successful customer service automation in this webinar featuring Rajiv Ramanan from Freshworks.

  9. Best help desk software for the value: Zoho

    What makes Zoho one of the best help desks of 2023?

    “In its own words, Zoho Desk is a “straightforward help desk for a great price.”

    The Zoho cloud-based platform has an incredible list of features like automatic localization and automated ticket routing, and supports many of the top channels. The best part?  It’s very competitive in pricing with a free tier and paid plans starting at $12/agent for a month. To provide additional value to agents, many companies like Megabus deploy a Zoho chatbot.

    Key features

    • Omnichannel, including email, social, chat and telephony
    • Sentiment analysis
    • Auto-tagging of tickets
    • Knowledge base management
    • Ticket assignment and routing
    • Immediate escalations and alerts
    • SLA management
    • Multi-brand help center

  11. Best help desk software for teams that use Google Workspaces: Hiver

    What makes Hiver one of the best help desks of 2023?

    As the world’s first Gmail-based helpdesk, Hiver is the best fit for all types of business verticals, as it is extremely easy to adapt. With Hiver, support agents are able to collaborate and act on support queries, automate workflows, and track support metrics – all within Gmail. This means that it is not necessary for support reps to switch tabs while working on a customer query – ensuring timely resolution and an excellent customer experience.

    Key features

    • Works within Gmail
    • Quick, seamless internal collaboration through Email notes (without using CCs and forwards)
    • Automation of specific workflows and repetitive tasks
    • Advanced analytics to track key support metrics such as first response time and average resolution time

  13. Best helpdesk software for Enterprise Service Management (ESM): InvGate Service Desk

    What makes InvGate Service Desk one of the best help desks of 2023?

    Enterprise Service Management is the extension of IT Service Management (ITSM) principles and capabilities to other areas of an organization, such as Human Resources, facilities, finance, legal, sales and marketing. InvGate Service Desk is a help desk software commonly used by IT and other areas of large and medium organizations, with a clear ticket management interface, smart workflows, and knowledge base capabilities. It can also be integrated with InvGate’s Asset Management software.

    Key features

    • Ticket Management
    • Knowledge Base
    • Workflows and automation
    • Self-service portal
    • SLAs
    • Ticket collaboration
    • IT Asset Management integrations

  15. Best help desk software for social media support: Sprinklr

    What makes Sprinklr one of the best help desks of 2023?

    Social media has emerged as a core support channel in recent years. The Sprinklr platform is a robust social media experience platform, Unified CXM, that spans marketing, ads, engagement and care. Sprinklr scales across 35+ digital channels.

    With consumers increasingly turning to platforms like Facebook, Twitter, WhatsApp and others for support, a big part of today’s social media management is customer service. Sprinklr’s Modern Care product is a unified agent desk that includes features like guided workflows, 360-degree customer profiling and CSAT prediction. The company’s AI identifies customer intent and sentiment; automatically creates support cases; and routes them to the right agent with the right information.

    If you have a big presence on social media and need a unified place to listen, triage, engage and analyze social conversations, Sprinklr is the perfect choice. Brands that use Sprinklr include hospitality brands Choice Hotels and AAA – many of which pair this platform with a travel chatbot. Cisco is also a known brand using their solutions.

    Key features

    • Social Analytics
    • Social Engagement
    • Sentiment Analysis
    • Ticketing
    • Influencer Identification
    • CSAT Prediction
    • AI Routing
    • Conversational AI
    • Quality Alerts

  17. Best help desk software for internal HR support: PeopleSoft Enterprise Helpdesk

    What makes PeopleSoft one of the best help desks of 2023?

    Oracle’s PeopleSoft Enterprise HelpDesk leverages real-time enterprise data to provide faster, more accurate internal support, maximize employee productivity, monitor service performance, and control service costs. The platform allows agents to view a 360-degree view of the employee to provide the most accurate solution.

    Tickets are routed to the agent with the best knowledge of a subject. This product also offers productivity tools like quick codes that populate the category, specialty type, and details fields of a ticket.

    Key features

    • Skills-based routing
    • Central repository of diagnostic tools
    • Shortcut data entry
    • Self-service tools

  19. Best help desk software for internal IT support (ITSM): ServiceNow

    What makes ServiceNow one of the best help desks of 2023?

    ServiceNow is a platform-as-a-service provider of IT service applications. The company provides a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate processes and create custom applications to meet all your IT service needs.

    Key features

    • Drag & Drop
    • Compliance management
    • Data visualization
    • Workflow management
    • Alerts / escalations
    • Data mapping and visualization
    • Configurable Workflows

  21. Best help desk software that is free: HubSpot’s Service Hub

    What makes Hubspot Service Hub one of the best help desks of 2023?

    If you use the Hubspot CRM, the Service Hub is a great solution. While it does offer paid plans, the free plan has unlimited users and significantly more features than other free plans. With the Service Hub, customer service data and channels are brought together into a single platform.

    Key features include

    • Comprehensive Ticketing
    • Live chat
    • Conversations inbox to offer transparency for the entire team
    • Detailed reports on closed tickets, agent productivity, and time-to-close
    • Email templates
    • integrations with Gmail, Outlook, Facebook Messenger, and other programs, including mobile apps
    • Snippets – or reusable answers to most commonly asked questions
  23. Best practical help desk: Happyfox

    What makes Happyfox one of the best help desks of 2023?

    Easy to use and “practical,” HappyFox provides multi-channel support for customer requests coming from email, web, phone and social media. Although it lacks some integration capabilities as the other platforms, HappyFox integrates with business applications for accounting, customer feedback, CRM and commerce.

    Key features

    • Ticket creation and automated routing
    • Alerts and escalation
    • Knowledge base management
    • Automation
    • Ticket collaboration
    • SLA management
    • Multilingual

Service Desk Chatbot Integration with AI: A must-have feature for any help desk platform

Getting set up on a help desk platform is essential for any modern day support team. Integrating with an AI-powered service desk chatbot can extend the power of the platforms, and help to further improve the customer experience, boost agent productivity and reduce costs.

Netomi, for instance, has out-of-the-box integrations with Zendesk, Freshdesk, Gladly, Salesforce, Zoho and Sprinklr, amongst others. Netomi brings its powerful AI chatbots natively into the agent experience. With these integrations, Netomi’s AI service desk chatbot works alongside human agents seamlessly and can benefit a customer service team in many ways:

  • Automatically resolving mundane, repetitive tickets enabling human agents to focus on higher-level tasks
  • Triaging tickets by gathering information from customers and back-end systems before escalating to human agents
  • Drafting responses for an agent to quickly approve, edit or reject
  • Scaling support across every digital channel –  email, chat, messaging, social, as well as SMS customer service – without increasing headcount
  • Service desk chatbot tools can provide 24/7/365 coverage
  • Reducing customer service costs by optimizing human agent resources
  • Increasing customer satisfaction by reducing resolution time

Customer service becomes a competitive differentiator

When support teams have the right technology and service desk chatbot behind them, agents are able to work better and faster, and meet the demands of today’s modern consumer. Increasingly, companies are competing on customer service, as much as price and product.

Without top-of-the-line help desk software, and layering powerful customer service tools like AI service desk chatbot tools to elevate the experience, it’s hard for support teams to measure up to the experience of customer-centric organizations that prioritize the customer experience and invest in the proper tools.

Want to learn more about how AI and the right service desk chatbot can transform customer service operations? Watch our featured on-demand webinar featuring Zendesk.

For more information on customer service, visit:

The 5 Best Salesforce Apps and Integrations For Improving The Customer Experience

Written by Dylan Max  on   Jun 7, 2022

Salesforce is the leading customer relationship management (CRM) platform used by businesses to manage customer data, connect across a variety of channels, streamline customer support, and provide a better, more personalized customer service and experience. In addition to being a leading platform itself, there are thousands of Salesforce apps and integrations in its AppExchange that extend Salesforce’s benefits to meet the expectations of today’s modern customer for effortless, personal and quick support.

Why is Salesforce so popular?

Over 150,000 companies use Salesforce today to manage their customer relationships – from small businesses to the largest enterprises in the world like NBCUniversal, Siemens and Bentley. One of the reasons why Salesforce is so popular is because they make it easy for other companies to build integrations that further enhance Salesforce’s capabilities. Companies that have built sophisticated CX, engagement, support, analytics and other tools have apps in the Salesforce AppExchange, a marketplace with ready-to-install free and paid apps.

What are the top benefits of using Salesforce?

For customer service teams, the Salesforce Service Cloud gives agents a holistic view of the customer and enables companies to offer support across many channels, creating an omnichannel experience. The agent console is an intuitive workspace where agents can manage and close tickets from a single screen. Other productivity tools include automation, knowledge base suggestions to agents, omnichannel routing so a case is managed by the agent who has the most relevant skills, and real-time analytics on key customer service KPIs.

What apps does Salesforce integrate with?

Salesforce integrates with other business software to extend the power of the platform. All in all, Salesforce now has over 3,400 apps since the Salesforce AppExchange launched back in 2006. These apps help sales, marketing, and customer support leaders manage customer relationships, drive loyalty and unlock new revenue.

With thousands of apps to choose from, we wanted to gather up our picks for the most powerful tools to help customer experience and support leaders scale customer happiness and effectively compete on CX.

Looking to maximize your CX? Discover what platform may be best for you in our comparison of Intercom vs. Zendesk.

Here are the 5 best apps in the Salesforce AppExchange:

  1. Ortoo Q- Assign

  2. This 100% native Salesforce app gets your customer service tickets into the right agent’s hand. It’s an advanced routing and assignment system that allows you to match tickets to the best or first available agent across multiple channels, not simply round-robin assigning. You can also update agent skills and attributes, and schedule work shifts and office hours. Beyond ticket handling, Ortoo also has a powerful function used for sales teams. From a sales scope, Ortoo can route leads and opportunities to the right sales rep.

    Featured Highlights

    1. Lead Assignment: Companies can end cherry-picking and enjoy load-balanced lead routing. 
    2. Case Routing: Assign cases to the first available or best agent.
    3. Task Assignments: Assign tasks or any work item to agents and create customer case management.

    Customer Reviews

    Nearly every reviewer has given it five stars. One reviewer writes: “The solution has met all of our needs and has exceeded some too. We are able to use the round-robin beyond our expectations; the system has allowed us to implement a loaded balance that means our Agents do not unfairly have cases distributed.”

  3. Survey Vista

  4. Hearing how your company is delivering against your customers expectations is a key way to identify areas for improvement. With the Survey Vista for Salesforce App, you can
    build branded, mobile-friendly, dynamic surveys and forms for email, websites, communities and SMS to send at key customer touchpoints to gather feedback like Customer Satisfaction (CSAT), Net Performer Score (NPS), and Customer Effort Score (CES). Other key features include multilingual support so you can serve surveys in your customers’ native languages, the ability to set conditions to show or hide certain questions dynamically, and ability to map your survey responses to create & update Salesforce records.

    Featured Highlights

    1. Native Salesforce Surveys & Forms
    2. Unlimited Paid Starting at US $999 per year
    3. Agile startup and new features quickly added to make your life easier achieving business goals

    Customer Reviews

    ***** Rating by most of the customers on Salesforce AppExchange. According to one reviewer: “This product is a great solution, super easy and fast to set up, and their customer support is fantastic and very responsive.”

  5. Qualtrics

  6. The Qualtrics app for Salesforce allows you to combine customer experience data with operational data to better understand customer behavior and build strong relationships. It allows you to set up feedback requests using SMS customer service, easily export customer profiles, and create / update tickets based on customer feedback.

    Featured Highlights

    1. Embed Qualtrics’ advanced customer feedback analytics in Salesforce to surface customer insights and take action.
    2. Automate feedback requests in Salesforce based on account milestones to understand customer behavior.
    3. Show customers you’re listening by taking personalized actions to address experience gaps and delight each customer contact in your database.

    Customer Reviews

    One customer sums up their experience nicely: The integration is simple, especially taking advantage of a walkthrough with their helpful Salesforce integration experts. The UI is neat and elegant and simple to find what you need to get a complex integration setup in no time. Support page is also a huge help, very intuitive… and did I mention that the Support people are great as well :).”

  7. Netomi Virtual Agent

  8. The companies that use Salesforce Service Cloud to manage customer support need to leverage the Netomi Virtual Agent app. This app enables companies to use a
    Salesforce chatbot to automatically resolve customer service tickets in seconds across a variety of channels including email, Web chat and social. The Netomi Virtual Agent can interact directly with customers to fully resolve tickets without human intervention or work behind the scenes recommending responses to human agents. You can also integrate with your other back-end systems to provide fully personalized resolutions. By using the Netomi Virtual Agent app for Salesforce, resolution time for customer service tickets will decrease significantly which results in higher customer satisfaction.

    Featured Highlights

    1. Significantly reduce response and resolution times.
    2. Leverage AI-powered recommended replies to help your agents work faster. Boost agent productivity and give them time back to focus on more complex cases.
    3. Train from historic case data or select from our pre-trained AI conversational and industry-specific skills. Launch quickly and see value sooner.

    Customer Reviews

    Netomi has a five-star rating on G2 Crowd. One happy customer says: “The team is awesome – very knowledgeable and quick to respond and help, they also try to think outside of the box and suggest a solution that might not be immediately available.”

    Learn more about the Netomi Salesforce App and the benefits of integrating a powerful AI solution natively into Salesforce.

  9. Natterbox CTI

The Natterbox CTI app, dubbed the Salesforce voice solution, allows you to bring the power of telephony into Salesforce. The
computer telephony integration (CTI) automatically captures activity, sets dynamic call queues, routes calls based on skills and can integrate call data in Salesforce reports. What’s more, the company uses AI to analyze phone conversations including sentiment and intent analysis.

Featured Highlights

  1. Fully integrated and managed in Salesforce, Natterbox delivers key CTI and contact center features directly in Salesforce.
  2. Experience smoother, more personalized inbound caller journeys, higher customer satisfaction, improved user productivity, and greater operational flexibility — all of which contribute to a stronger bottom line for your organization.
  3. Capture all your telephony data in Salesforce with 60+ out-of-the-box Salesforce reports included. Use Salesforce dashboards and other reporting objects to make strategic decisions, whilst never leaving the platform.

Customer Reviews

One happy customer says: “I’ve worked in contact centers for over 5 years now, and this is by far the best phone system I have ever used. The integration with Service Cloud is seamless, making reporting a breeze! I’ll never willingly use anything else!”.

What are the biggest Salesforce Service Cloud competitors?

While Salesforce might be one of the most well-known customer relationship management platforms, it faces stiff competition from other established and emerging brands. Here’s a roundup of the top five biggest competitors to Salesforce Service Cloud: 

  • Zendesk: The Zendesk platform is easily the biggest competitor to Salesforce. It enables teams to provide support across email, social media, voice, and mobile and has robust analytics. It’s flexible and customizable and has more than 800 apps and integrations available.
  • Gladly: As one of the newer platforms, Gladly has quickly gained a reputation for empowering companies to deliver incredibly personal customer service. The people-centered platform has scored 4.5 stars on G2 as it enables companies to create a single conversation timeline with all customer communications, across all channels, which in turn decreases duplicate tickets and agent workload.
  • Freshdesk: Over 40,000 companies like American Express and Panasonic use Freshdesk to seamlessly manage omnichannel customer support. In Gartner’s 2020 Magic Quadrant, Freshworks is the only “visionary” for the CRM Customer Engagement Center.
  • Zoho Desk: Zoho chatbot enables teams to use the power of customer context to improve agent productivity, promote self-service and increase customer happiness. Reviewers mention it’s easier to set up and manage as compared to Salesforce. Clients include RentersWarehouse, LycaMobile, Daimler and Cummins.
  • LiveAgent: Used by over 30,000 companies worldwide including BMW, Yamaha and Nascar, LigeAgent is used to manage customer support across email, phone and chat in a single inbox. The platform is rated at 99% in user satisfaction, perhaps due to its commitment to simplicity.


In summary, Salesforce is a trusted partner to help companies deliver exceptional customer support. As consumers demand faster, more convenient and cross-channel support, it’s important for companies of all sizes to use a CRM platform like Salesforce and powerful integrations and apps to provide the support that customers expect.

Can we tell you more about how to amplify the power of Salesforce Service Cloud with customer support AI and automation? Let’s chat.

To learn more about improving the customer experience, visit:

The 8 Best Customer Service Tools to Aid in a Connected Customer Journey

Written by Amy Wallace  on   May 13, 2022

Today’s customer support professionals have a lot on their plates – from interacting directly with customers and managing a steady stream of support tickets, to creating and updating libraries of self-service content. All this, while under pressure to keep customer satisfaction high and resolution time low. Indeed, customer service is a joint effort – it is a combination of people, tools and processes to work in tandem to deliver first-rate customer experiences across many touchpoints.

This is why access to the right tools and resources can make a difference.

Customer service tools enable support teams to answer key questions such as:

  • How can the entire customer journey be seen from one single view, for customer service that is driven by context?
  • How can they work better as a team, to deliver effortless and immediate support across multiple channels?
  • With growing demands for personalization and rising support tickets, how can smaller teams do more, faster?

In a quest to help customer support teams explore new capabilities for their support operations, the Netomi team has done some research, from previous lists detailing the best live chat software, help desk software, customer experience tools and knowledge base software. Now, we present our selection of the 8 best customer service tools.

The Best Customer Service Tools in 2022

  1. Netomi
  2. Aircall
  3. Gorgias
  4. Kayako
  5. Nicereply
  6. Podium
  7. TeamSupport 
  8. Vivantio

1. Netomi

Best customer service tool for mid-sized to enterprise brands

What makes Netomi one of the best customer service tools of 2022?

An omnichannel AI platform for customer service, Netomi helps companies resolve over 80% of support tickets via email, chat, messaging, and voice. This helps agents focus on more complex tickets.

Netomi’s key features

  • A Clustering Engine that uses unsupervised learning to sift through and cluster historic support tickets, pinpointing repeatable scenarios that may be automated
  • Natural Language Understanding (NLU) to understand the underlying intent of customer inquiries, with the highest overall accuracy (85.17%) of any conversational AI platform, and the highest out-of-scope accuracy at 92.45%
  • An intuitive analytics dashboard that displays real-time performance data on key customer service metrics such as AI resolution rate and accuracy
  • A fully customizable chat widget that has many U/X tools like embedded customer forms, the ability to upload files and more
  • Native integration with all major agent desks such as Gladly, Zoho, Freshworks, Salesforce and Zendesk
Best Customer Service Tools - Netomi


Best customer service tool for call center support

What makes Aircall one of the best customer service tools of 2022?

The “phone system for modern business,” Aircall’s inbound call center software is ideal for businesses both small and large, and is used by sales, IT & operations, and customer support teams. The result? A clear view of call activity and issues that are resolved as a team, for smarter customer conversations, and smoother support.

Aircall’s key features

  • Parallel calls, enabling agents to put current conversations on hold and simultaneously start a separate call with another customer
  • Custom filters to search and sort through categorized calls to find a certain conversation
  • Call Center Analytics, allowing teams to keep track of key call center metrics – such as wait time, missed call rate, and call volume – all in one place
  • Insight Cards, allowing agents to see more context behind each inbound call by pulling related data from other apps into view


Essentials$30/user per monthUnlimited calls within US & Canada*
100+ Integrations and API access
Send and receive SMS**
Essential telephony features including IVR, call recording and click-to-dial
Unlimited simultaneous outbound calls
Professional$50/user per month
Salesforce integration
Mandatory call tagging
Advanced analytics and call monitoring
Advanced support features including queue call back
Advanced sales features including Power Dialer
CustomCall for details
Unlimited calls worldwide*
Custom analytics
Custom onboarding
Access to API developer support
Service-level agreement (SLA)
Best Customer Service Tools - Aircall

3. Gorgias

Best customer service tool for eCommerce stores

What makes Gorgias one of the best customer service tools of 2022?

A customer service platform built for eCommerce, Gorgias allows support teams to centralize all of their tickets in one place, to get the full customer picture, and offer faster support. The platform’s powerful integration with Shopify and Shopify Plus means that agents can view order details for a customer, and refund, cancel, and duplicate orders, all without leaving the helpdesk app.

Gorgias’ key features

  • Intents and sentiment detection that leverage customer intents, allowing teams to automate their workflows with precision, with sentiments that automatically detect how customers are feeling (are they angry, or in a rush)?
  • A customer sidebar that displays rich customer data right next to tickets, allowing support teams to choose the data they want to see, and pull in data from 65+ third-party apps
  • A self-service feature that allows teams to manage routine requests such as returns, cancellations or damaged items, to increase their efficiency, and provide customers with instant answers and full resolutions
  • Integration with Shopify, Shopify Plus, Magento, and BigCommerce, enabling teams to scale their support across stores, so they can manage every customer question, for all of their brands, in a single helpdesk


Starter$10 per month50 billable tickets/month
$0.40 / extra ticket
3 user seats
2 social media channels
Limited active integrations
Support reporting
Starter customer services
Basic$60 per month
300 billable tickets/month
$40 / 100 extra tickets
Unlimited user seats
2 social media channels
150 active integrations
Support reporting
Basic customer services
Pro$360 per month
2,000 billable tickets/month
$36 / 100 extra tickets
Unlimited user seats
2 social media channels
150 active integrations
Support & revenue reporting
Pro customer services
Advanced$900 per month
5,000 billable tickets/month
$36 / 100 extra tickets
Unlimited user seats
3 social media channels
150 active integrations
Support & revenue reporting
Advanced customer services
EnterpriseContact for details
Custom billable tickets/month
custom price for extra tickets
Unlimited user seats
3 social media channels
150 active integrations
Support & revenue reporting
Enterprise customer services
Best Customer Service Tools - Gorgias

4. Kayako

Best customer service tool for SMBs looking for a fully integrated cloud-hosted help desk to immediately start supporting customers

What makes Kayako one of the best customer service tools of 2022?

Paving the way for “better conversations, a better customer experience,” Kayako’s helpdesk software comes equipped with powerful out-of-the-box functionality that makes it easy for customer service teams to manage requests and conversations that come through any channel. More than 131,000 customer agents use Kayako for customer support, ticketing software, eCommerce support, a shared inbox and internal help desk.

Kayako’s key features

  • Live chat software (included as a tool in Kayako’s help desk software), that is quick and easy to customize, and can be integrated into a business’ website, iOS and Android apps
  • A shared inbox that collects all support conversations in one place and makes it easy to collaborate with teammates
  • SingleView, which captures a customer’s entire journey, allowing teams to view customer activity at a glance, such as site visits, purchases, shipping history, previous customer service inquiries, and self-help searches
  • A self-service portal, to provide customers with the resources they need to help themselves, and Help Center Analytics to identify gaps and optimize portal content to meet customer needs


5 agents$625 per monthAdvanced workflow customization
Internal help center and knowledge base
Custom forms for help center
Customer access to every ticket from their organization
Custom security policies
Custom roles and permissions
Salesforce integration
Custom performance reports
Help center advanced layout and design options
25 agents$3125 per month
Same as above
50 agents$6250 per month
Same as above
Best Customer Service Tools - Kayako

5. Nicereply

What makes Nicereply one of the best customer service tools of 2022?

How satisfied are your customers? Nicereply makes it simple for support teams to measure customer satisfaction with easy-to-deploy surveys, customizable with multiple scales (such as stars, smiley faces, or 5 or 10 rating points), and one-click responses. The platform also allows teams to measure Customer Effort Scores to receive instant feedback, identify any friction points, and deliver an effortless experience. Moreover, the two metrics can be combined to get even more feedback. Additionally, Net Promoter Score measures customer loyalty, judging by a customer’s likelihood to recommend a product to others.

Nicereply’s key features

  • In-signature surveys, allowing agents to ask customers for feedback at the bottom of every email
  • Instant ratings that record customers’ answers as soon as they click the survey
  • Customer sync that automatically adds customer names based on the ticket ID, as customers often don’t share their names in feedback forms
  • Trend charts to Identify trends in CSAT, NPS and CES performance, as well as response volumes


Mini$39 per month3 agents
100 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup
Start$79 per month
10 agents
250 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup
Grow$159 per month
25 agents
1000 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup
Business$239 per month
50 agents
2500 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup

Best customer service tool for measuring CSAT 

6. Podium

Best customer service tool for local businesses seeking an all-in-one customer communication and payments platform

What makes Podium one of the best customer service tools of 2022?

An all-in-one, and multi-product platform that is “modernizing the way local business gets done,” Podium combines web chat, online review generation, SMS (text) marketing and payment processing, all in one easy-to-use inbox.

Podium’s key features

  • Website chat to capture website leads, immediately taking the conversation to text so that customers can remain connected, on their terms
  • One inbox that is optimized for efficiency, allowing agents to bring every conversation and touchpoint – from chat to reviews to voicemail – into a single thread, and respond instantly over text
  • Podium Reviews, which makes it easy for customers to leave business reviews by sending them a direct link via text
  • Video chat, allowing agents to quickly move from text to video, all within a simple and familiar interface
  • Podium Text-To-Pay, a convenient way for customers to pay, and for businesses to collect payments via text


Essentials$289 per month1000 contacts
Up to 3 team members
Capture online reviews instantly
Text-based website chat
Easy-to-use text-marketing
100s of app integrations
Secure & simple payment process
Standard$449 per month
All benefits of Essentials package
Unlimited contacts
Unlimited team members
Personalized setup & onboarding
Website reporting & customizations
Automated review invitations
Customized branding
Professional$649 per month
All benefits of Standard package
Unlimited contacts
Unlimited team members
Automations that streamline tasks
Round-robin lead routig
Personalized automated FAQs
Multimedia marketing messages
Best Customer Service Tools - Podium

7. TeamSupport

Best customer service tool for B2B technology-enabled companies

What makes TeamSupport one of the best customer service tools of 2022?

Offering much more than effective ticket management, TeamSupport provides an omnichannel experience that facilitates internal team collaboration and streamlines customer support issues. Rather than a focus on each individual contact or ticket, emphasis is placed on streamlined collaboration among teams and built around the entire B2B customer.

TeamSupport’s key features

  • Phone-to-ticket integration with RingCentral, so when a customer calls a RingCentral-enabled support line for help, TeamSupport automatically surfaces the customer’s ticket history, service agreements and happiness index
  • Customer self-service software, offering a fully customizable customer hub that can be embedded in a website or stand alone with a custom URL
  • A help desk ticket management system, complete with ticket automation and workflows, ticket collision prevention, and and a powerful global search tool
  • Visual customer support such as VideoView, which allows agents make video recordings using their webcams to show customers features of technical products, or the steps to take to resolve an issue
  • Customer distress index that shows potentially at-risk customers


Essential Support$49 /agent/monthCustomer Management
Advanced Ticket Management
Customer Self-Service, Ticket Deflection
Knowledge Base (Single Product)
Collaboration Features Within Tickets
Customer Satisfaction Rating (CSAT)
Customer Distress Index (CDI) scoring
Basic Reporting & Prebuilt Dashboard

Enterprise Support$69 /agent/monthCustomer Management
Advanced Ticket Management
Customer Self-Service, Ticket Deflection
Knowledge Base (Multiple Products)
Collaboration Features Within Tickets
Customer Satisfaction Rating (CSAT)
Customer Distress Index (CDI) scoring
Custom Reporting & Dashboards
Asset Management
SLA Management (Up to 3)
Ticket Page Full Customization
Customer Hubs (Up to 3)
Multiple Brand/Product Lines
Integrations (1 included)

Complete Customer Support Suite$119 /agent/monthAll benefits of Enterprise Support package
Enterprise live chat
Business intelligence reporting and dashboards
SLA Management (Unlimited)
Sandbox (Up to 3)
Customer Hubs (Up to 5)
Integrations (Unlimited)
API Calls (Up to 20,000)
Best Customer Service Tools - TeamSupport

8. Vivantio

Best customer service tool for small and medium-sized growing B2B businesses seeking service optimization across all disciplines

What makes Vivantio one of the best customer service tools of 2022?

Empowering teams, enabling operations and elevating the customer experience are the main highlights of this highly configurable service management system. Vivantio’s CRM brings all customer information into one centralized location, providing a 360 ° view of a business’ customer service operations, and making it simple to retrieve vital customer information.

Vivantio’s key features

  • A self-service portal, on which support teams can publish knowledge base articles, tutorials, manuals, and more. Customers can also log into the portal to track the progress of their tickets or service requests
  • A workflow designer that automates recurring processes within a business, removing the need for manual resources, such as scheduling backups, to the onboarding of new employees
  • FLEX Insights that provides first line support teams with help and advice on dealing with issues while they’re listening to the customer, supplying them with information regarding known outages, similar issues, knowledge base articles, guides, and support
  • Configuration Management Database (CMDB) that records the software, hardware, and services delivered to each customer


Value$42 /user/month Simple, easy configuration
Intuitive interface
Simple SLAs
Offer enhanced services offering
Brand self-service portals
Keep all your tickets in one place
Mobile edition
Organize with Queues and Tabs

Vital$52 /user/month Manage multiple tickets
Support for ITIL processes
Multiple SLAs
Track and monitor KPIs
Codeless setup
List, Kanban and Calendar view types
Custom forms and fields
Home screens and watch lists
Highlighting rules
Links to knowledge and help
Create routing rules
Custom Dashboards

Velocity$82 /user/month Create unlimited ticket types
Full control over ticket configuration
Per customer SLAs
Realtime statistics and data analysis
Full business rules engine
Advanced interactive searching
Roles and Permissions
Automate Reporting and KPIs
Multiple Branded Portals
Create reporting wallboards
Insights to detect conflicts
End user and tech to tech chat
Create dynamic assignments
Centralize all KPI monitoring
Automate complex workflows

Visionary$142 /user /month Visibility of all service operations
Unify your corporate approach
Continued promotion of core services
Data Warehousing
Bespoke managed customer service
Bring together global service teams
Best Customer Service Tools - Vivantio

Delivering exceptional customer service is no easy feat – it involves multiple moving parts. And today, the onus is on businesses to double down on their CX efforts – a recent study from TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. Customer service tools can play a principal role in this practice, in a multitude of ways, and it is important for businesses to select the tool or suite of tools that can deliver the greatest impact to their support teams, and ultimately, their customers.

Best Customer Service Tools - Book Demo

38 Incredible Chatbot Statistics (2023)

Written by  on   Mar 3, 2022

Chatbot statistics are more than obscure numbers and percentages from a standalone study. In fact, they are a tangible barometer for understanding the current status of consumer behavior. By learning key chatbot statistics, leaders can make informed decisions on the best ways to invest time and money to benefit their business and contribute to lead generation. This article will highlight the most important statistics every customer service and support leader needs to know in 2023.

It’s the customers’ world, and companies are just living in it. Customers today expect more: this means outcomes, not interactions. That is personalization, not generalization. They want immediate, not delayed. They need an Omnichannel experience, not a single channel method of communication.

Chatbots burst onto the scene in 2009 to little fanfare. According to Google Trends search data, “chatbot statistics” have never been more searched at any other time in the last decade. Moreover, you can see that the curiosity is no flash in the pan. Customer service chatbots are here to stay.

There are now palpable expectations for quick, convenient and effortless customer support. Consequently, a company’s ability to provide this directly correlates to revenue and loyalty. To meet these expectations and compete on customer service, companies are turning to chatbots and conversational AI. These can help offload work from human agents, decrease resolution time and provide omnichannel, real-time support.

Chatbots have been around for quite a few years now. Adoption of AI is now well beyond early adopters, trial and error, or limited pilot programs designed to test drive the technology. Conversational chatbots are being widely adopted to perform knowledge work, and become the new interface for consumer engagement. With all that being said, we wanted to understand the adoption of AI, trends in customer support automation, and the outlook of AI in customer service over the next few years.

We’ve pulled together the most telling chatbot statistics every customer experience leader needs to know in 2023.

Top 38 Chatbot Statistics and Facts (Editor’s Choice)

Chatbot Statistics On Adoption

  1. 1.4 billion people are using chatbots (Chatbot.Net)
  2. 60% of people have engaged with a chatbot in the last 12 months (GetVoip)
  3. By 2022, we’ll be talking to bots more than our own spouses (Deloitte)
  4. 77% of executives have already implemented and 60% plan to implement conversational bots for after-sales and customer service (Accenture)
  5. 53% of service organizations expect to use chatbots within 18 months — a 136% growth rate that foreshadows a big role for the technology in the near future (Salesforce 2)
  6. 56% of businesses that claim chatbots are driving disruption in their industry (Accenture)
  7. Nearly 6 in 10 executives said bots can improve their organization’s ability to handle customer queries by networking with other bots, and that they can deliver personalized attention to website visitors by being more conversational (Accenture)
  8. USA, India, Germany, the UK, and Brazil are the top 5 chatbot using countries. (Chatbots Life)

Interested in learning how to transform your customer service with AI?
Check out this eBook where we explain how AI can resolve over 50% of your service requests.

There are 7.8 billion people on the planet. That means 18% of the entire population use chatbots according to the first statistic on this list. As chatbot technology evolves, we expect more of the population to use bots for everyday communications with brands. The best live chat software already integrates chatbots into their first response strategy. Adoption of this technology will be seen across the internet, including mobile apps and messaging apps.

Chatbots Statistics About The Customer Experience (CX)

  1. 265 billion customer support requests made every year, costing $1.3 trillion (Chatbots Journal)
  2. 30% of customers will leave a brand and never come back because of a bad experience (OpenText)
  3. Failing to meet customer expectations is two times more destructive than exceeding them (KPMG)
  4. 1 in 5 live chats were ignored and not answered (SuperOffice)
  5. By 2022, banks should be able to automate up to 90% of their customer interaction using chatbots (Lauren Foye of Juniper Research, via Chatbots Magazine)

Need help understanding today’s customer service trends? Download our Pulse Report,
“The State of Customer Service,” for insights compiled by asking 700+ US consumers.

Customer service has never been more costly. Companies can no longer afford to tackle support in the same way they have done in the past. Will AI replace customer service agents altogether? That is highly unlikely. As you’ll see in the next section, there are elements of customer service that can only be handled by real people.

Chatbots and Human Agents

  1. 64% of agents with AI are able to spend most of their time solving complex problems (Salesforce 2)
  2. The ability to rationalize the company’s headcount was the least-often cited impact of bots (about one in 10) (Accenture)

AI is more of an enhancer than a replacer for real-time customer service teams. Think about other ways companies strengthen their customer service departments, like with BPOs. AI and virtual assistance are just more pillars that help stabilize an exceptional customer support operation and greatly reduce response time.

Take the retail space for example – companies, like Pier 1, could greatly benefit from a retail chatbot to answer simple questions. Unfortunately for Pier 1, they were the latest case of a major brick and mortar store to file for bankruptcy and letting go of most of their staff. The good news is that Pier 1 is shifting their efforts to a more online presence in the hope of reviving its brand. All this to say, retail customer service is crucial and those that do not adopt AI may be more likely to risk job loss, as the biggest risk for job loss lies in a business’s ability to adapt. 

Interested in learning about how to get started with a chatbot platform?
Check out the list of “Best AI Chatbots” by solution provider

Chatbot Statistics About Consumer Preferences

  1. 54% of customers say companies need to transform how they engage with them (Salesforce)
  2. Only 38% of consumers actually want to talk with a human when engaging a brand (Drift)
  3. 77% of customers say chatbots will transform their expectations of companies in the next five years (Salesforce)
  4. 70% of millennials report positive chatbot experiences (Forbes)
  5. The number of consumers that use live chat over phone and email support have increased by 50% since 2012 (Forrester)
  6. More than 64% of Facebook users in Brazil, India, the UK, and the US say they like to send chats to a business over Facebook Messenger because it is the platform businesses are most likely to get back in touch with them (Facebook Business)
  7. Over 50% of customers expect a business to be available 24/7 (VentureBeat)
  8. 69% of consumers prefer to use chatbots for the speed at which they can communicate with a brand (Salesforce)
  9. 40% of shoppers don’t care if they’re helped by an AI tool or a human, as long as their question gets answered (HubSpot)
  10. 27% of consumers weren’t sure if the last customer support interaction they had was with a real person or a chatbot (PwC)
  11. 33% of consumers would use a chatbot to make a reservation at a hotel or restaurant (Drift)
  12. 87 % of users would interact with a travel chatbot if it could save them both time and money. (Humley)

Convinced customers like chatbots? Unsure how to get started? Watch our webinar on-demand
with Grundfos to learn five secrets every support leader needs to know.

It turns out customers really do want chatbots in 2023. The above five chatbot stats paint a really telling story that shows AI chat is here to stay. Consumers are frequently looking for better, faster experiences and quick answers. Customer support chatbots are emerging as the go-to technology to satisfy customers at scale.

Bots and Bottom-Line Business

  1. In 2020, organizations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a chatbot or virtual customer assistant (Gartner 2)
  2. Implementing chatbots can help a business to save up to 30% of their customer service cost (Chatbots Journal)
  3. Bots will save businesses $8 billion per year by 2022 (Deloitte)
  4. JP Morgan saved more than 360,000 hours of labor using its COIN chatbot to quickly analyze complex back-end contracts (The Financial Brand)
  5. Over 70% of chatbots accessed will be retail-based by 2023 (Juniper Research)

Want to turn your customer service into a revenue generator? Watch our webinar on-demand
with Gladly’s VP of Customers to learn how to drive profits with automation.

When it comes to the bottom line, businesses will save money by deploying bots. Statistics show that bots are a more efficient use of resources that can be allocated elsewhere. Therefore, businesses that choose to incorporate chatbots into their overall CX strategy will grow faster and hire more employees to handle complex tasks. 

Projecting Future Chatbot Usage in Customer Service

  1. The chatbot market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024 at a compound annual growth rate (CAGR) of 29.7% (Business Insider)
  2. By 2023, 30% of customer service organizations will deliver proactive customer services by using AI-enabled process orchestration and continuous intelligence (Gartner)
  3. $13.9B was invested in CX-focused AI and $42.7B in CX-focused Big Data and analytics in 2019, with both expected to grow to $90B in 2022 (OpenText)
  4. Projected value of chatbot eCommerce transactions by 2023 is $112 billion. (Juniper Research)
  5. By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development. (Gartner)
  6. 75-90% of percentage of queries is projected to be handled by bots by 2022. (Juniper Research)

Ready for the future of AI in customer service? Watch our webinar on-demand
with Zendesk’s Platform Architects Manager to see how it improves CX.

Chatbots seem to have built an unstoppable momentum, especially now that COVID-19 has forever changed our world. Imagine life before credit cards, the internet, and Uber. In the not so distant future, chatbots will be in that same vein. If you liked this article, check out our list of 50 customer service statistics that business leaders should not underestimate.

Are you ready to transform your CX with AI-powered chatbots? Get on board. The ship is sailing! 

Find out what your ROI will be if you build an AI chatbot. Try our free chatbot ROI calculator today.